Contact Center Client 197
Viewing queue statistics
NOTE:
• You can see queue statistics during business hours as long as the business schedule you configure in
YourSite=>Schedule is consistent with your company’s hours of operation. You assign a business-
hours schedule to your queues in YourSite=>Configuration, Queue=>Queue.
• When an agent receives an ACD call and fails to pick up the call after X seconds or X rings, the
telephone system places the agent in Make Busy. The telephone system re-queues the call (places
the call back in the same queue) and offers it to the next available agent.
The following monitors display queue statistics:
• Queue by Period
• Queue Now
• Queue Group Now

Queue by Period

The Queue by Period monitor collates queue statistics by 15-minute intervals over a 24-hour period. The
monitor refreshes each time there is a change in a statistic and each 15-minute interval. The Queue by Period
monitor always displays the current 15 minute interval at the top of the monitor. You can specify which
columns of statistics are displayed, rearrange columns, and sort individual columns in ascending or
descending order. (See Figure 7-11.)
ACD Count the total number of ACD calls answered by the agent
Short ACD Count the total number of ACD calls answered that lasted less than 20 seconds
Hold ACD Count the number of times the agent put ACD calls on hold
Non-ACD Count the total number of non-ACD calls answered by the agent
Non-ACD Hold Count the number of times the agent put non-ACD calls on hold
Outbound Count the total number of outgoing calls the agent made
Outbound Hold Count the number of times the agent put outgoing calls on hold
Calls Per Hour the average number of incoming ACD calls answered by the agent per hour
since the beginning of the shift
Agent Unavailable % the percent of time the agent was set in Do Not Disturb or Make Busy and
unavailable
Average Handle the average amount of time the agent spent handling ACD calls (ACD Time
divided by ACD Count)
Occupancy the total time the agent spent in an occupied state (occupied state excludes idle
time)

Table 7-5 Agent Shift column headings

Term Meaning