As of April 16, 2020 SARS-CoV-2 Response

We are committed to the safety and health of all our Worldwide Employees and Customers and will endeavour to follow all guidelines of Centers for Disease Control and Prevention (CDC), Public Health England and applicable local governments. During this time all our global teams will be following Work-From-Home directives and will continue to work normal business hours. We apologize for any delay in responses and appreciate your understanding.

Features

Views

A number of different views are available. Find the one that suits your needs.

Statistics

Statistics are available by queue and agent, for example:

Queue level statistics

Agents Available

Number of agents available to take a call.

Average Queue Time

Average time a call was ringing before it was picked up.

Average Talk Time

Average time an agent spent on a call (excluding ring time).

Abandoned Average Wait

Average time a call was ringing before it was abandoned.

Agent level statistics

Agent name

Name of agent in queue.

Agent Status

Available, On Call, Unavailable, Signed Out, Signed In, Wrap Up.

ACD Calls

Total inbound queue calls received by agent.

Outbound

Total outbound calls made by agent (includes internal calls).