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Monitoring queue statistics
6-5
Chapter 6: Supervising a Contact Center Queue
Agents Pane Information
Agent State
Agent’s current level of availability to take calls from this queue.
Note than an agent can be in different states for different queues
at the same time. The possible states are:
Ready. The agent is signed in, and in the personal status Available or Available (Queue Only), and the phone is on-hook. The
agent is ready to take a call.
Active Inbound. The agent is on an inbound call from this
queue.
Active Outbound. The agent is on an outbound call associated
with this queue.
Wrap-up Inbound. The agent is in the wrap-up period immediately following the end of an inbound call associated with this
queue.
Wrap-up Outbound. The agent is in the wrap-up period immediately following the end of an outbound call associated with this
queue.
Dialing. The agent is in the process of dialing an outbound call
as the queue.
Standby. The agent is On Break, or is in a non-queue call (such
as a personal call or a call from another queue.)
Signed out. The agent is signed out of this queue and so is not
taking calls from this queue.
Unavailable. The agent is in a personal status other than Available or Available (Queue Only), and so is not taking queue calls.
No answer. The agent did not answer the last queue call. The
queue does not send calls to agents in the No Answer status.
Wave automatically removes the agent from No Answer status
after a certain time based on what caused the No Answer status.
Offering. The agent's phone is ringing with a call from this
queue, but the agent has not accepted the call yet.
Time in State
The length of time that the agent has been in the current state for
this queue. Times are displayed in the following format: days:
hours:minutes:seconds.
Wave Contact Center Administrator Guide
Release 2.0 Service Pack 1
April 2011