Queue Status Reports
Table 3: Queue Status Reports
Key # Sample Display
0CONDENSED STATUS REPORT:16 2 10 2 8
1AVERAGE AGENT WAIT TIME 00:46
2NUMBER OF ACD CALLS ANSWERED: 16
3AVERAGE DURATION OF ACD CALLS 02:36
4NUMBER OF
5AVERAGE DURATION OF
6NUMBER OF TIMES AGENTS MADE BUSY: 2
7AVERAGE DURATION OF BUSY STATE 03:42
8NUMBER OF ACD CALLS PUT ON HARD HOLD: 4
9AVERAGE HOLD DURATION OF ACD CALLS 00:51
Description
Condensed queue status report* Average waiting time for agents in group Number of ACD calls answered by group Average duration of ACD calls
Number of
Number of times agents made busy Average duration of make busy state Number of ACD calls put on hard hold Average duration of ACD calls on hard hold
*The condensed queue status report available to supervisors at key “0” consists of the following information displayed from left to right:
•Number of ACD calls answered by the group.
•Number of abandoned ACD calls.
•Number of agents logged in.
•Number of times agents made busy.
•Number of
The report available to senior supervisors at key “0” consists only of “NUMBER OF AGENTS LOGGED IN” and not the condensed report that is available to a supervisor.
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