b) Calls that are not answered by an agent and go to final destination.
c) Calls that are sent to the UCD group but callers hang up before being answered.
LONGEST QUEUE TIME TODAY
This shows the longest call in queue today. The queue time is calculated as follows:
a) Queue time begins when a caller starts to hear the first UCD message.
b) Queue time ends when a caller is either
• Answered by an agent
• System gets disconnected from C.O. or
• Caller is transferred to final destination
LONGEST QUEUE TIME NOW
This shows the longest call currently in queue. The queue time is calculated as follows:
a) Queue time begins when a caller starts to hear the first UCD message.
b) Queue time ends when a caller is either
• Answered by an agent
• System gets disconnected from C.O. or
• Caller is transferred to final destination
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