Switchvox - Queue Status
Table of Contents
- 1 Queue Status
- 1.1 Statistics
- 1.2 Member Status
- 1.3 Current Calls Waiting
Queue Status
Queue Status shows the current status of a queue, and today's statistics for the queue and its members. For a real-time view of a queue, use its Switchboard Queue Panel. For historical information about a queue, see Switchvox - Queue Report and Switchvox - Queue Logs
Queue Status provides real-time information for each call queue in Switchvox:
Overall statistics.
Member status and statistics.
Calls waiting in the queue.
The information in Queue Status is only for one day. For historical information, see Queue Logs or Queue Reports.
Statistics
Queue Statistics show you how a queue has been functioning for the following categories:
Current Calls Waiting. Calls waiting in the queue.
Total Calls. Total number of calls received in the queue.
Answered Calls. Calls answered by a queue member.
Abandoned Calls. Calls in the queue, but hung up before being answered by a queue member.
Redirected Calls. Call was redirected out of the call queue, or the caller pressed 0 key, or the call reached maximum timeout, or the call was sent the maximum number of times, or the call queue was at its maximum length.
Average Talk Time for Answered Calls. Average time that queue members spent talking with callers from the queue.
Longest Queue Length. Largest number of calls waiting in the queue at one time.
Average Entry Position. Average position when calls first enter the queue.
Average Wait Time for All Calls. Average wait time for all calls in the queue.
Average Wait time for Answered Calls. Average time that a call was in the queue and was answered by a queue member.
Average Wait Time for Redirected Calls. Average wait time for calls
Average Wait Time for Abandoned Calls. Average time that a call was in the queue but hung up before being answered by a queue member.
Longest Wait Time for All Calls. Longest wait time for all calls in the queue.
Longest Wait time for Answered Calls. Longest time that a call was in the queue and was answered by a queue member.
Longest Wait Time for Redirected Calls. Longest wait time for a call that had to be redirected in a queue.
Longest Wait Time for Abandoned Calls. Longest time that a call was in the queue but hung up before being answered by a queue member.
Member Status
Member Status shows each member of the queue, their extension and queue-status (logged in, logged out, or logged in but paused), who they are talking to, and the amount of time they spent on their last call. It also includes statistics: the number of calls they have taken today, and the average time they spent talking on those calls.
Current Calls Waiting
Current Calls Waiting shows the calls that are currently waiting in the queue, including the current position, caller ID, how long they have been waiting in the queue, and the position in which they entered the queue.