Vertical Communications TeleVantage 7.5 manual Queue Statistics pane, Queue Statistics Pane

The Queue Statistics pane

At the bottom of the Queue Monitor folder, the Queue Statistics pane displays statistics for the queue as a whole. To show or hide the Queue Statistics pane, choose View > Queue Statistics Pane.

You can display queue statistics for inbound calls only, outbound calls only, or all calls, by clicking the appropriate button above the Queue statistics by day section.

Note: For outbound calls to appear in the Outbound Statistics section, agents must place calls as the queue. See “Placing calls from a queue” on page B-8.

The Queue Statistics pane is divided into the following sections:

QCurrent status. Statistics for the number of agents and calls currently in the queue.

QQueue statistics by day. Statistics for calls since the beginning of the current day. These statistics automatically reset to zero at midnight.

QQueue statistics by period and shift. Statistics for calls during the current period and shift, compared to the previous period and shift. When the current period or shift ends, the current statistics automatically reset to zero, and the totals that had accumulated are moved into the Previous column.

For detailed descriptions of when day, period, and shift statistics reset to zero, see “When statistics are reset” on page C-12.

Note: Queue statistics by shift are not updated during gaps between shifts. For example, if one shift ends at noon and the next shift begins at 12:30, queue activity between 12:00 and 12:30 is not reflected in the shift totals.

The Queue Statistics pane displays the statistics shown in the following table.

	Queue Statistics Pane
	Current Status
Queue status	Whether the queue is currently distributing
	calls to agents. The possible statuses are:
	Open. The queue is distributing its calls
	to ready agents as normal.
	Closed. The queue is closed. No calls
	are being distributed to agents.
	Closed - No agents. All agents in the
	queue are currently signed out, so the
	queue is automatically sending its calls
	directly to voicemail.

C-8 USING TELEVANTAGE