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C-8
The Queue Statistics pane
At the bottom of the Queue Monitor folder, the Queue Statistics pane displays statistics for the
queue as a whole. To show or hide the Queue Statistics pane, choose
View > Queue Statistics
Pane
.
You can display queue statistics for inbound calls only, outbound calls only, or all calls, by
clicking the appropriate button above the
Queue statistics by day section.
Note: For outbound calls to appear in the Outbound Statistics section, agents must place calls
as the queue. See
“Placing calls from a queue” on page B-8.
The Queue Statistics pane is divided into the following sections:
Q Current status. Statistics for the number of agents and calls currently in the queue.
Q Queue statistics by day. Statistics for calls since the beginning of the current day.
These statistics automatically reset to zero at midnight.
Q Queue statistics by period and shift. Statistics for calls during the current period and
shift, compared to the previous period and shift. When the current period or shift ends,
the current statistics automatically reset to zero, and the totals that had accumulated are
moved into the
Previous column.
For detailed descriptions of when day, period, and shift statistics reset to zero, see “When
statistics are reset” on page C-12.
Note: Queue statistics by shift are not updated during gaps between shifts. For example, if one
shift ends at noon and the next shift begins at 12:30, queue activity between 12:00 and 12:30 is
not reflected in the shift totals.
The Queue Statistics pane displays the statistics shown in the following table.
Queue Statistics Pane
Current Status
Queue status Whether the queue is currently distributing
calls to agents. The possible statuses are:
Open. The queue is distributing its calls
to ready agents as normal.
Closed. The queue is closed. No calls
are being distributed to agents.
Closed - No agents. All agents in the
queue are currently signed out, so the
queue is automatically sending its calls
directly to voicemail.