Queue Statistics¶
Displays aggregated Queue statistics for the current day in a tabular format.
Columns¶
Channel Type – The type of channel associated with the queue.
Contains values of Channel Type type.
Longest Accepted Queue Time – The longest time a task spent in the queue before being accepted by an agent.
Longest Accepted Ringing Time – The longest time a task spent ringing before being accepted by an agent.
Longest Conference Time – The longest time a task spent in a conference call with an agent or multiple agents.
Longest Connected Time – The longest connected time for a queue.
Longest Consult Time – The longest time a task spent in a consultation with an agent.
Longest Hold Time – The longest time a task spent on hold.
Longest Last Queue Time – The longest queue time for the last queue.
Longest Queue Time – The longest queue time for a queue.
Longest Ringing Time – The longest ringing time for a queue.
Longest Self Service Time – The longest self service time for a queue.
Longest Wrapup Time – The longest time a task spent on wrapup.
Queue Id – The ID of the queue.
Contains values of Queue Id type.
Queue Name – The name of the queue.
Contains values of Queue Name type.
Tasks Abandoned – The number of assigned tasks that were abandoned in the queue.
Tasks Abandoned In Service Level – The number of assigned tasks that were abandoned in the queue within specified service level.
Tasks Accepted – The number of assigned tasks that were accepted in the queue.
Tasks Accepted In Service Level – The number of assigned tasks that were accepted in the queue within specified service level.
Tasks Callback – The number of tasks that were set for a callback.
Tasks Conferenced – The number of tasks that were part of a conference call with one or more agents.
Tasks Consulted – The number of tasks that required consultation before resolution.
Tasks Enqueued – The number of tasks enqueued in the queue.
Tasks Held – The number of tasks that were placed on hold at some point during their processing.
Tasks Offered – The number of queue tasks that were offered to an agent.
Tasks Outdial – The number of tasks that were outdial.
Tasks Self Service – The number of tasks that were connected through self-service options.
Tasks Total – The total number of tasks for a queue.
Tasks Transferred – The number of tasks that were transferred.
Tasks Transferred To Agent – The number of tasks that were transferred to an agent.
Tasks Transferred To Queue – The number of tasks that were transferred to a queue.
Total Accepted Queue Time – The total time tasks spent in the queue before being accepted by an agent.
Total Accepted Ringing Time – The total time tasks spent ringing before being accepted by an agent.
Total Conference Time – The total time tasks spent in a conference call with an agent or multiple agents.
Total Connected Time – The total connected time for a queue.
Total Consult Time – The total time tasks spent in a consultation with an agent.
Total Hold Time – The total time tasks spent on hold.
Total Last Queue Time – The total queue time for the last queue.
Total Queue Time – The total queue time for a queue.
Total Ringing Time – The total ringing time for a queue.
Total Self Service Time – The total self service time for a queue.
Total Time – The total lifetime of tasks associated with the queue.
Total Wrapup Time – The total time tasks spent on wrapup.
Calculation Parameters¶
The Grid function has these optional parameters:
Channel Type – Allows you to select from a list of Channel Types.
Is Grouped By Previous Queue – Determines whether the grouping is based on lastQueue (default) or previousQueue.
Queues – Allows you to select from a list of Queue names.
Queues Groups – Allows you to select from a list of parameter groups.
Wrapup Codes – Allows you to select from a list of Wrapup Codes.