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TODAY
Queue Health
a. Calls in Queue - The number of callers who have had to wait who called in and entered a queue today
b. Calls Answered - The number of calls answered today by agents
c. Calls Rolled Over - The number of calls that have cascaded from one agent over to another /or proceeded toi the next step today
d. Calls Abandoned - The number of calls where the caller hung up prior to the call being able to be answered by the agent today
e. Avg Queue Time - The average wait time for callers today, after entering a queue
f. Avg Call Duration - The average duration of agent calls today
Call Outcome
g. Leads Calls - The total number of calls that were listed as leads that came in today
h. Customer Calls - The number of calls that were listed as customers that came in today
i. Other Calls - The number of calls that were listed as "other" that came in today
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1. Agent Name - The name of the agent
2. Status - The current status of the agent (yellow for Inactive, green for Active, red for Offline). This also includes the reason for inactivity, if applicable
3. Time in status - How Live count of how long the agent has been in this status, reset at Midnight CST
Calls
4. Total - The total number of calls that the agent has received
5. Accepted - The total number of calls that the agent has accepted
6. Rejected - The total number of calls that the agent has rejectedhit reject on the call
7. Cascaded - The total number of calls that the agent has let roll over past them, to the next agent
Call Type
8. Lead - The total number of calls that were marked as a lead by the agent
9. Customer - The total number of calls that were marked as a customer
10. Other - The total number of calls that were marked as "other"