Vertical Communications TeleVantage 7.5 Agents on break, Agents ready, Available, Calls waiting

Queue Statistics Pane

Agents on break	Number of agents currently signed in and in
	the On Break personal status.
Agents ready	Number of agents waiting to receive queue
	calls. Ready agents are those who are signed
	in, have their personal statuses set to
	Available or Available (Queue Only), and are
	not currently off hook or in a wrap-up period.
Signed in and	Number of agents eligible to receive queue
available	calls, including those currently on a call or in
	wrap-up period. To receive queue calls an
	agent must be signed in and in a personal
	status whose Queue calls field is set to “Yes,”
	such as Available or Available (Queue Only.)
% agents ready	The percentage of agents eligible to receive
	queue calls who are currently waiting for a
	call. The others are either off hook or in a
	wrap-up period.
Calls waiting	Number of calls currently waiting on the
	queue.
	Number outbound calls in the process of
Calls being placed	being placed. (Connected outbound calls are
	not counted.)
Agents wrap-up	Number of agents currently in the wrap-up
	period following a queue call.
	Inbound Statistics
Calls answered	Number of calls answered by an agent.
	Number of calls transferred out of the queue
Calls transferred out	without being handled by an agent, as a result
	of callers pressing the transfer key.
Calls received	Total number of calls received, including
	abandoned calls.
Calls abandoned	Number of callers who hung up without talking
	to an agent.
Calls completed	Number of completed calls in which a caller
	finished talked with an agent. Completed calls
	are calls that ended by hanging up or
	transferring.

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-9