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current queueing. The number of calls currently in the queue. If more than the threshold number of calls are in the queue, you might need to add more agents, or groups of agents, to service the queue.
- offered. The number of calls routed to the queue. If the threshold number of offered calls is exceeded, you might want to consider creating a new queue to handle a subset of the calls.
- answered. The number or percentage of offered calls that are answered. If the threshold number or percentage of answered calls is not achieved, you might need to add more agents, or groups of agents, to service the queue.
- abandoned. The percentage or number of offered calls that are abandoned by the caller before being connected to an agent. If the threshold percentage or number is exceeded, you might need to check that calls are being answered quickly enough or that the caller is being given suitable information while in the queue.
- breakout. The percentage of calls that leave the queue because the caller pressed a breakout key.
- max duration. The percentage of calls that overflow to another queue because the call is in the queue for too long.
- max size. The percentage of calls that overflow to another queue because the queue is full.
- no agents. The percentage of calls that overflow to another queue because no agents are servicing the queue.
- handle time. The duration of all agent work time associated with a given call or interaction. The handle time includes all connected time and wrap time associated with the interaction for all agents involved in the interaction. If the threshold handle time is exceeded, you might need to work on strategies to help agents to deal with calls more quickly.
- total time. The total length of time that a call is in a queue, including the time that the caller waits to be connected to an agent, and the actual handle time.
- available agents. The percentage of logged in agents who are available.
- service level and target answer time. These two thresholds work together—the service levels is the percentage of calls that are answered within the target answer time.
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