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Monitoring queue statistics
6-9
Chapter 6: Supervising a Contact Center Queue
The Queue Statistics pane displays the statistics shown in the following table.
Queue Statistics Pane
Current Status
Queue status
Whether the queue is currently distributing calls to agents. The
possible statuses are:
Open. The queue is distributing its calls to ready agents as
normal.
Closed. The queue is closed. No calls are being distributed
to agents.
Closed - No agents. All agents in the queue are currently
signed out, so the queue is automatically sending its calls
directly to voicemail.
Agents on break
Number of agents currently signed in and in the On Break personal status.
Agents ready
Number of agents waiting to receive queue calls. Ready agents
are those who are signed in, have their personal statuses set to
Available or Available (Queue Only), and are not currently off
hook or in a wrap-up period.
Signed in and available
Number of agents eligible to receive queue calls, including those
currently on a call or in wrap-up period. To receive queue calls
an agent must be signed in and in a personal status whose Queue
calls field is set to “Yes,” such as Available or Available (Queue
Only.)
% agents ready
The percentage of agents eligible to receive queue calls who are
currently waiting for a call. The others are either off hook or in a
wrap-up period.
Calls waiting
Number of calls currently waiting on the queue.
Calls being placed
Number outbound calls in the process of being placed. (Connected outbound calls are not counted.)
Agents wrap-up
Number of agents currently in the wrap-up period following a
queue call.
Inbound Statistics
Calls answered
Number of calls answered by an agent.
Wave Contact Center Administrator Guide
Release 2.0 Service Pack 1
April 2011