Significantly more information is now available UCM’s queue statistics page. In addition to the information
presented in previous firmware, users can now view a call log that displays calls to all agents and queues, a
dynamic agent login/logout record, and a pause log. Statistics reports for these new pages can be obtained by
pressing the Download button in the top left corner of the Call Queue Statistics page. The reports are in .CSV
format and will be packaged into a single tar.gz file upon download.
Agent Details is a call log that shows every call to each individual agent from all queues. The following
information is available:
• Time – the date and time the call was received.
• Agent – the agent that was rung for the call.
• Queue – the queue that the call went to.
• Caller ID Number – the CID of the caller
• Abandoned – indicates whether the call was picked up or not by that specific agent. If the call rang
several agents simultaneously, and this specific agent did not pick up the call, the call will be considered
abandoned even if a different agent in the same queue picked it up.
• Wait Time – the amount of time that the call was waiting in queue after dialing in.
• Talk Time – the duration of the call after it was picked up by agent.
Figure 190: Agent details
Login Record is a report that shows the timestamps of dynamic agent logins and logouts and calculates the
amount of time the dynamic agents were logged in. Dynamic agents are extensions that log in and out either via
agent login/logout codes (configured in Global Queue Settings page) or by using the GXP21xx call queue
softkey. A new record will be created only when an agent logs out. The following information is available:
• Agent – the extension that logged in and out.
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