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Queue Stats - Calls Table

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Matthew DiGiandomenico
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The Calls Table displays a factual representation of incoming calls to a queue(s).

For each queue, the following data is available:

- Name: the name of the queue;

- Inbound: the total number of inbound calls to this queue, based on the chosen dates;

- Answered: the total number of answered calls, with a percentage of answered calls to total inbound calls, based on the chosen dates;

- Average Call Time: the average duration of calls to this queue, based on the chosen dates;

- Unanswered: the total number of unanswered calls, with a percentage of unanswered calls to total inbound calls, based on the chosen dates;

- Timed Out: the totals number of calls that exited a queue based on the preconfigured timeout, with a percentage of timed out calls to total inbound calls, based on the chosen dates;

- Abandoned: the total number of calls that were abandoned by incoming callers (the caller hung up before an agent could answer the call), with a percentage of abandoned calls to total inbound calls, based on the chosen dates;

Click on the  icon to the left of each queue to view the same statistics for each agent in the selected queue.

 

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