Contact Center Client 201
Requeued the total number of calls re-queued for the day
Average Time to
Handle
the average time it takes for the call to be answered by an agent
Average Time to
Abandon
the current average duration callers wait before abandoning calls
Average Talk Time The current average time agents spend talking to callers
Service Level % the percentage of calls answered within your Service Level Time value over the day
% Handled the percentage of calls answered compared to the total number of calls offered to the
ACD queue for the day
% Handled by 1-4 the percentage of all of the calls answered by the first, second, third, and fourth
answer points
#Handled by 1-4 the number of calls answered by the first, second, third, and fourth answer points
Total Talk Time The current total time agents spend talking to callers
Current Queue
Unavailable
the total number of callers that were rerouted after you set the queue to Unavailable.
When you make the queue available again, this value resets to zero.
Total Queue
Unavailable
the total number of times during the day callers dialed the queue and were rerouted
because no agents were logged on to the queue or you set the queue to Unavailable
See Current Queue Unavailable.
Offered Last Hour the total number of calls offered to the queue in the last hour of business
Time to Handle
Last Hour
the predicted duration callers, who call in the last hour of business, wait before being
answered by an agent
% Handled Last
Hour
the percentage of calls answered in the last hour of business, compared to the total
number of calls offered to the ACD queue for the day
Service Level %
Last Hour
the percentage of calls answered within your Service Level Time value in the last
hour
Interflowed Last
Hour
the total number of calls interflowed during the last hour of business. Interflow is a
mechanism that directs a queue delayed call to voice mail or to another answering
point
Handled Last Hour the total number of calls answered by agents during the last hour of business
Abandoned Last
Hour
the total number of calls abandoned during the last hour of business
Unavailable Last
Hour
the total number of times, in the last hour of business, callers dialed the queue and
were rerouted because no agents were logged on to the queue or you set the queue
to Unavailable
See Current Queue Unavailable.
Average Handling
Time Last Hour
the average duration of calls from agent pick up to client hang up (including hold
time) during the last hour of business
Table 7-7 Queue Now and Queue Group Now column headings
Term Meaning