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APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-7
Forced Break Number of times the queue has automatically
placed the agent in On Break status for letting
queue calls ring unanswered, since the
beginning of the current
display period.
Inbound Calls Number of incoming queue calls that the
agent has participated in since the beginning
of the queue's current display period,
including inbound calls transferred from other
agents in the queue.
Longest wrap-up The length of time that the agent spent in the
longest wrap-up after a call.
No Answer Number of queue calls to the agent that rang
unanswered, since the beginning of the
current
display period.
Outbound Calls Number of outbound queue calls that the
agent has participated in since the beginning
of the queue's current display period,
including outbound bound calls placed by
other agents in the queue and then
transferred to this agent.
Overflow The agent’s overflow tier. If no number is
listed the agent is a primary agent (assuming
the overflow skill default is set to 0).
Personal Status
Name
Name of the agent’s current personal status.
Queue Name of the agent’s queue.
Signed in A check mark indicates that the agent is
signed in to this queue.
Total calls - All The total number of calls associated with this
queue in which the agent has participated
since the beginning of the queue’s current
display period. Includes inbound and
outbound calls, and calls where the agent did
not answer or place the call (for example,
joining another agent in a conference call or
having another agent transfer a call to him)
Agents Pane Information