Page Comparison

The left side displays the following information about the current status of the queue:

• The number of calls in the queue. If the queue contains one or more calls, the following information appears:
  • The average time, in seconds, that the call or calls have been in the queue
  • The time, in seconds, that the longest waiting call has been in the queue
• The number of logged in agents who are assigned to this queue
• The distribution of states that the assigned agents are in
• The current service level (svc). A service level is the actual percentage of interactions that were answered within the target answer time. For more information about service levels and target answer times, see Queue thresholds.

• The second view displays minimum, average, and maximum times for:

  • answered in. How long it took an agent to answer the call.
  • abandoned. How soon a caller abandoned the call.
  • handle time. How long the agent spent handling the call. The handle time includes connected time and wrap time.

  • total call. How long it took for an agent to answer the call plus the actual handle time.

  The values are outlined in green, amber, or red according to the thresholds of the queue. For information on queue thresholds, see Editing queue thresholds.