Precision Queue Statistics RT

Calculates real-time statistics for Precision Queues. This is a Real Time calculation.

Columns

  • Agents Busy Other – The number of agents currently in the Busy Other state.

  • Agents Logged In – The number of agents currently logged in.

  • Agents Not Ready – The number of agents currently in a Not Ready state.

  • Agents On Hold – The number of agents currently in the Calls On Hold state. The agents must have all active calls on hold.

  • Agents Ready – The number of agents currently in the Ready state.

  • Agents Talking – The number of agents currently in the Talking state.

  • Agents Work Not Ready – The number of agents currently performing wrap up for a call in the Not Ready state.

  • Agents Work Ready – The number of agents currently performing wrap up for a call in the Ready state.

  • Calls Answer Wait Time To 5 – The total answer wait time of calls routed to the Precision Queue in the last 5 minutes.

  • Calls Answered To 5 – The number of answered calls routed to the Precision Queue in the last 5 minutes.

  • Calls Average Speed Of Answer To 5 – The average answer wait time of calls routed to the Precision Queue in the last 5 minutes.

  • Calls In Queue – The number of calls currently waiting in the Precision Queue.

  • Calls Longest Waiting – The queue time of the longest waiting call in the Precision Queue.

  • Calls Offered To 5 – The number of calls routed to the Precision Queue in the last 5 minutes.

  • Precision Queue Id – The ID of the Precision Queue.

  • Precision Queue Name – The name of the Precision Queue.

Calculation Parameters

The Grid function has these optional parameters:

  • Precision Queues – Allows you to select from a list of Precision Queue names.