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Queue Status Reports
Table 3: Queue Status Reports
Key # Sample Display Description
0 CONDENSED STATUS REPORT:16 2 10 2 8 Condensed queue status report*
1 AVERAGE AGENT WAIT TIME 00:46 Average waiting time for agents in group
2 NUMBER OF ACD CALLS ANSWERED: 16 Number of ACD calls answered by group
3 AVERAGE DURATION OF ACD CALLS 02:36 Average duration of ACD calls
4 NUMBER OF NON-ACD CALLS HANDLED: 8 Number of non-ACD calls made/answered by group
5 AVERAGE DURATION OF NON-ACD CALLS 01:12 Average duration of non-ACD calls
6 NUMBER OF TIMES AGENTS MADE BUSY: 2 Number of times agents made busy
7 AVERAGE DURATION OF BUSY STATE 03:42 Average duration of make busy state
8 NUMBER OF ACD CALLS PUT ON HARD HOLD: 4 Number of ACD calls put on hard hold
9 AVERAGE HOLD DURATION OF ACD CALLS 00:51 Average duration of ACD calls on hard hold
* The condensed queue status report available to supervisors at key “0” consists
of the following information displayed from left to right:
• Number of ACD calls answered by the group.
• Number of abandoned ACD calls.
• Number of agents logged in.
• Number of times agents made busy.
• Number of non-ACD calls handled by the group.
The report available to senior supervisors at key “0” consists only of “NUMBER
OF AGENTS LOGGED IN” and not the condensed report that is available to a
supervisor.