Contact Center Client 199
Queue Now and Queue Group Now
NOTE:
• Contact Center Client updates Longest Waiting statistics every fifteen seconds, or more frequently as
records are received from the telephone system.
• Contact Center Client obtains the Calls Waiting, Longest Waiting, and Agents Available statistics from
the ACD data stream. If the telephone system has not updated Contact Center Management with
ACD real-time statistics within the last 90 seconds, question marks appear in place of these
statistics.
• The Average Handling Time is the Average Talk Time plus the Average Hold Time. If an agent calls a
supervisor in search of more information (while the caller is on hold) and/or transfers or conferences
the call, these times are added to the Average Handling Time value.
• 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 Queue Now and Queue Group Now monitors display the following statistics:
Calls Waiting, Longest Waiting, Agents Available, ACD, Idle, Non ACD, Outbound, Unavailable, Offered,
Handled, Abandoned, Interflowed, Requeued, % Handled by 1, % Handled by 2, % Handled by 3, % Handled
by 4, Average Time to Handle, Average Time to Abandon, Total Talk Time, Average Talk Time, Service Level
%, % Handled, Total Queue Unavailable, Current Queue Unavailable, Offered Last Hour, Time to Handle Last
Hour, % Handled Last Hour, Service Level % Last Hour, Handled Last Hour, Abandoned Last Hour,
Interflowed Last Hour, Unavailable Last Hour, Average Handling Time Last Hour, Offered Last 15 Minutes,
Time to Handle Last 15 Minutes, % Handled Last 15 Minutes, Service Level % Last 15 Minutes, Handled Last
15 Minutes, Abandoned Last 15 Minutes, Interflowed Last 15 Minutes, Unavailable Last 15 Minutes, Average
Handling Time Last 15 Minutes, % Abandoned, % Abandoned Last Hour, % Abandoned Last 15 Minutes,
Remote Calls Waiting, Remote Longest Waiting, Logged Out (5000/Axxess), Logged In Not Present (5000/
Axxess), Agent Unavailable %, Wrap Up, Make Busy, Occupancy, #Handled by 1, #Handled by 2, #Handled
by 3, and #Handled by 4.
On the Queue Now monitor, you can specify which columns of statistics are displayed, rearrange columns,
and sort individual columns in ascending or descending order. You can expand a queue and view statistics on
the agent groups associated with the queue. You can expand an agent group and view performance statistics
on the agents in the group. (See Figure 7-12.)
When you open the Queue Now monitor, two new columns have been added to the Queue status section of
the monitor, Logged Out and Logged In Not Present, for users with an Mitel 5000/Axxess telephone system.
The Logged Out column displays the number of agents that are associated with the queue but not logged in to
the queue. The Logged In Not Present column displays the number of agents that are logged into the Mitel
5000/Axxess, but not present in the queue being monitored. If you expand the Queue Now monitor to display
the Agent name column, the monitor now displays agent presence in the queue. Presence is indicated by a
colored star in the Present column. A green star indicates the agent is present in the queue. A grey star and
grey row indicates the agent is not present in the queue.
Make Busy the total time the agent spent in the Make Busy state during the 15-minute interval
Occupancy the total time the agent spent in an occupied state during the 15-minute interval
(occupied state excludes idle time)

Table 7-6 Queue by Period column headings

Term Meaning