Figure 187: Call Queue Statistics
• Agent statistics: shows the number of calls and call-related information of agents;
• Queue Statistics: counts the number of calls in the queue and information such as calls, waiting, and
callback;
• Agent satisfaction statistics used for user’s rating of agents;
• Queue satisfaction statistics counts the score survey statistics.
The overview page performs seat statistics, queue statistics, seat satisfaction statistics, and queue satisfaction
statistics according to the business. Agent statistics record the number of calls and call-related information of
agents; queue counts the number of calls in the queue and information such as calls, waiting, and callback;
agent satisfaction statistics are survey statistics based on user ratings of agents; queue satisfaction statistics
are user-queue The score survey statistics.
By selecting a time interval, administrators can get detailed statistics for agent(s) such as total calls, answered
calls etc, as well as for the queue(s) such as ABANDONED CALLS also a detailed information for the queue’s
call log by clicking on Options→Information button and the below window will pop up:
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