Queue Stats - Realtime Report

This report displays the statistics for all the queues in the organization of the agent in real time. You can see the summary of the report at the end of the table.

The report displays the following details:


Parameter	Description
Channel Type	The mode of customer interaction, such as voice, email, or chat.
Queue Name	The name of a queue. Queues are holding places for the customer contacts while they await to be assigned to agents. Contacts move from an entry point into a queue and then the system distributes it to agents.
# Contacts	The number of customer contacts that the agent responds to within the service level threshold that the Organization Administrator has provisioned for the queue.
# Contacts Handled	The total number of customer interactions that the agent handles in the report interval.
# Contacts Waiting in Queue	The number of customer contacts in Queue at that time.
Avg Queue Wait Time	The average time a customer contact waits in a queue before an agent responds to them.
Longest Contact In Queue	The longest time that a customer contact waits in a queue before an agent responds.
# Abandoned Contacts	The number of customer contacts that no agent responds to.