Viewing Queue Statistics

Workers and Supervisors can view statistics of assigned queues per channel.

➢ To view queue statistics:
1. On the sidebar, click the Queue Statistics icon; the Queue Statistics page opens:

2. Select the relevant channel tab (Voice, Email, or Chat); a table displays the queue statistics for the selected channel:

Field

Description

Voice Tab

'Queue Name'

Displays the name of the queue.

'Calls in Queue'

Displays the number of calls that are currently waiting in the queue.

'Longest Call in Queue'

Displays the longest time a call has waited in the queue.

'Ready'

Displays the number of Workers that are available to receive calls.

'Not Ready'

Displays the number of Workers that are not available to receive calls (e.g., on a break).

'Talking (Inbound)'

Displays the number of Workers that are currently handling inbound calls.

'Talking (Outbound)'

Displays the number of Workers that are currently handling outbound call.

Email Tab / Chat Tab

'Queue Name'

Displays the name of the queue.

'Interactions in Queue'

Displays the number of email/webchat interactions that are currently waiting in the queue.

'Longest Interaction in Queue'

Displays the longest time an email/webchat has waited in the queue.

'Ready'

Displays the number of Workers that are available to interact with an email/webchat.

'Not Ready'

Displays the number of Workers that are not available to interact with an email/webchat (e.g., on a break).

'Interacting'

Displays the number of Workers that are currently in an email/webchat interaction.

'Interacting (Busy)'

Displays the number of Workers that are currently in an email/webchat interaction but have set their status to "Busy" (i.e., won't receive additional calls).
3. Expand the arrow next to the queue name to view the worker’s availability state in the queue according to the relevant channel.