Features
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).