Vertical Communications TeleVantage 7.5 manual Combined Statistics Calls attempted

	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