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Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Call Metrics by Queue Name - Note: All data listed in this report is organized into hour segments.
- (A) Hour - The time interval that all data is referenced.
- (B) Answered Calls - The number of calls there were answered.
- (C) Rolled Over Calls - The number of calls there were rolled over.
- (D) Abandoned Calls - The number of abandoned calls.
- (E) Lead Calls - The number of Lead calls.
- (F) Customer Calls - The number of Customer calls.
- (G) Other Calls - The number of calls that were not categorized as a Lead or Customer.
- (H) Unprocessed Calls - The number of calls that remained uncategorized.
- (I) Avg Time to Answer - The average duration before a call is answered.
- (J) Longest in Queue - Of all calls waiting in the queue during the given time interval, this is the duration of the call that's been waiting the longest, excluding callbacks.
