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) Calls Queued - The number of calls that entered a queue.
- (C) Answered Calls - The number of calls there were answered.
- (D) Rolled Over Calls - The number of calls there were rolled over.
- (E) Abandoned Calls - The number of abandoned calls.
- (F) Callbacks Requested - The number of callbacks requested by callers who were waiting in a call center queue.
- (G) Left Queue - The number of callers who opted to skip the queue and be routed to a voicemail box or other call route step.
- (H) Lead Calls - The number of Lead calls.
- (I) Customer Calls - The number of Customer calls.
- (J) Other Calls - The number of calls that were not categorized as a Lead or Customer.
- (K) Unprocessed Calls - The number of calls that remained uncategorized.
- (L) Avg Time to Answer - The average duration before a call is answered.
- (M) Longest in Queue - Of all calls waiting in the queue during the given time interval, this is the duration of the call that has been waiting the longest, excluding callbacks.
