Statistic Codes

Statistic

Description

Longest Available

Longest amount of time an agent waited for a call.

Longest Wait

Longest amount of time a call waited for an available agent to pick up.

Average Wait

Average amount of time a call waited for an available agent to pick up.

Average Abandoned

Average number of abandoned calls for this queue. Abandoned calls entered the queue, but disconnected remotely before an agent could answer them.

Average Call Length

Average length of all calls that this queue processed.

Average Agent ACW

Average time that agents spend in "After Call Work" status.

Averaging Period

Period for calculating averages. Other averaging statistics are based on the amount of time shown here.

Average Wait Sample

Number of calls in the wait sample used to calculate "Average Wait." Basically, the number of calls waiting during the "Averaging Period."

Average Abandon Sample

Number of calls in the "Abandon Sample" used to calculate "Average Abandon." Basically, the number of calls abandoned during the "Averaging Period."

Average Length Sample

Length of calls in the length sample used to calculate "Average Call Length." Basically, the length of calls during the "Averaging Period."

Average ACW Sample

Number of calls in the After Call Work (ACW) sample used to calculate "Average Agent ACW. Basically, the length of calls during the "Averaging Period."

Total Active Lines

Number of lines in use currently.

Total Free Lines

Number of lines not in use currently.

Logged in Agents

Number of agents logged on to the workgroup associated to this queue.

Available Agents

Number of agents available to receive calls.

Assigned Agents

Number of agents processing calls.

ACW Agents

Number of agents in an "After Call Work" status.

Calls Waiting

Number of calls waiting for an available agent.

Calls Connected

Number of calls connected to agents currently.