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APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-11
Longest time* Length of the longest time by one call.
Average time* Length of the average time over all calls.
Total time* Total number of minutes from all calls.
* Talk time = Time spent talking with an agent.
Combined Statistics
Calls attempted Total number of inbound calls received and
outbound calls placed.
Calls completed Total number of inbound and outbound calls
completed.
Calls connected Total number of inbound calls that were
answered and outbound calls that were
connected with the called party.
Longest time* Longest call and talk time counting both
inbound and outbound calls.
Average time* Average call and talk time counting both
inbound and outbound calls.
Total time* Total call and talk time adding inbound and
outbound calls.
* Talk time = Time spent talking with an agent.
Queue Statistics Pane