...
TODAY
Queue Health
a. Calls in Queue - The number of callers who have had to wait who called in today
b. Calls Answered - The number of calls answered today
c. Calls Rolled Over - The number of calls that have cascaded from one agent over to another/the next step today
d. Calls Abandoned - The number of calls that went unanswered that came in todaywhere the caller hung up prior to the call being able to be answered
e. Avg Queue Time - The average wait time for callers today
f. Avg Call Duration - The average duration of calls today
...