Queue Statistics Pane

 

 

 

 

Longest time*

Length of the longest time by one call.

 

 

Average time*

Length of the average time over all calls.

 

 

Total time*

Total number of minutes from all calls.

 

 

*Talk time = Time spent talking with an agent.

Combined Statistics

Calls attempted

Total number of inbound calls received and

 

outbound calls placed.

 

 

Calls completed

Total number of inbound and outbound calls

 

completed.

 

 

Calls connected

Total number of inbound calls that were

 

answered and outbound calls that were

 

connected with the called party.

 

 

Longest time*

Longest call and talk time counting both

 

inbound and outbound calls.

 

 

Average time*

Average call and talk time counting both

 

inbound and outbound calls.

 

 

Total time*

Total call and talk time adding inbound and

 

outbound calls.

 

 

* Talk time = Time spent talking with an agent.

APPENDIX C. SUPERVISING A CALL CENTER QUEUE

C-11

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Vertical Communications TeleVantage 7.5 manual Combined Statistics Calls attempted