Vertical Communications TeleVantage 7.5 manual Avg. talk time, Calls to voicemail, Total talk time

	Queue Statistics Pane
Avg. talk time	Length of the average time that callers spent
	talking with agents.
Calls to voicemail	Number of calls that went to voicemail without
	being handled by an agent, as a result of
	callers pressing the key to leave voicemail.
Total talk time	Total number of minutes that callers have
	spent talking with agents.
Longest time	Length of the longest time in each of the
	following categories (by day only):
	Talk time. Time spent talking with an
	agent.
	Wait time. Time spent waiting on the
	queue.
Average wait time	Average length of time callers waited on the
	queue for each of the following categories:
	All calls. All inbound calls to the queue.
	Answered calls. All calls to the queue in
	which the caller spoke with an agent.
	Abandoned calls. All calls to the queue
	in which the caller hung up or left a voice
	message.
Redirection	Number of calls that have been automatically
	redirected by the queue, for each of the
	following categories:
	Maximum hold. Calls that reached the
	maximum wait time without being
	answered.
	Queue busy. Calls that were redirected
	because the queue was too busy.
	Queue closed. Calls that were redirected
	because the queue was closed.
	Outbound Statistics
Calls placed	Number of outbound calls placed by this
	queue.
Calls completed	Number of connected calls that are now over.
Calls connected	Number of calls that have connected with the
	called party.

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