Statistics are available by queue and agent, for example:
Queue level statistics
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
Name of agent in queue.
Available, On Call, Unavailable, Signed Out, Signed In, Wrap Up.
Total inbound queue calls received by agent.
Total outbound calls made by agent (includes internal calls).