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200 Chapter 7 Real-time Monitors
Figure 7-12 Queue Now
Queue Now and Queue Group Now column heading definitions
Table 7-7 describes the real-time and over-the-business-day Queue Now and Queue Group Now statistics.
Table 7-7 Queue Now and Queue Group Now column headings
Term Meaning
Calls Waiting the current number of callers queued up waiting for an agent to become available,
including those listening to silence, music, or recorded announcements
Longest Waiting the current duration, in minutes and seconds, of the call waiting the longest in queue
Agents Available the current number of agents logged on and not in Do Not Disturb, Make Busy, Work
Timer, Unknown, or Ringing
ACD the current number of agents handling ACD calls
Idle the current number of agents logged on and ready to receive calls
Non-ACD The current number of agents handling non-ACD calls
Outbound The current number of agents on outgoing calls
Unavailable The current number of agents in Do Not Disturb, Make Busy, Work Timer, Unknown,
or Ringing
Offered the total number of calls offered to the queue
Handled the total number of calls answered by agents for the day
Abandoned the total number of calls abandoned before being answered by an agent for the day
Interflowed the total number of calls interflowed for the day. Interflow is a mechanism that directs
a call waiting in queue to another answer point.