XactView V3-Queue Widget
- Kelli Higdon
The Queue widget displays all statistics for the queue.
Statistics
Total Calls- The total number of calls that have entered the queue.
Completed- The number of calls that were answered by agents.
Abandoned- The number of calls that entered the queue but hungup or were transferred away before being picked up by an agent.
Max Calls- The maximum number of calls the queue can contain.
Strategy- The ring strategy of the queue that determines how calls are distributed to the agents.
Average Hold Time- The average time calls have been waiting in the queue before being picked up by an agent.
Average Talk Time- The average time agents spend on the phone talking with calls taken from the queue.
Service Level- The ideal maximum number of seconds that calls in the queue should be on hold before being picked up by an agent. Effects the value of "Service Level Pref."
Service Level Pref- The percentage of calls that have been picked up withing the time specified by the "Service Level."
Weight- Specifies the weight of the queue. If calls are waiting in multiple queues, the calls with the highest weight will be given to agents first.
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