...
TODAY
Queue Health
a. Calls in Queue - The number of callers who have 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 to 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
...