Global Queue Summary

Overview

The Global Queue Summary displays live summary data for each queue as well as a summary across all queues.

Details

The Global Queue Summary is split into two section. The section at the top of the tile displays summary data of all queues whilst the bottom section displays a line per queue with summary data for the individual Queue.

Top Section

Summary of data across all queues.

Column	Description
Calls In Queues	The total no. of calls waiting in all Queues.
Oldest	The duration of the oldest call waiting in any queue.
Total Calls	The total no. of calls recieved today across all queues (since midnight).
Max Ring Time	The maxiumu time any active call has been waiting in the queue.
Anandoned	The number of calls that have been abandoned today. An Abandoned call is one that is hungup by the caller before it was answered by an agent.
Aband After Sla	The number of calls that have been abandoned after the call has been waiting for a least the queues defined SLA. A queue's SLA defines the maximum amount of time a caller should have to wait before a call is answered. Most call centres consider calls which are Abandoned before the SLA duration as non consequential. An Abandoned call is one that is hungup by the caller before it was answered by an agent.
Exit Key	Noojee's PBX has the ability to offer the caller an option to exit the Queue and leave a message. e.g. 'Dial one to leave a message and we will call you back.'. Exit Key displays the total no. of Callers (since midnight) that exited the queue by choosing the Exit Key option.
Exit Timeout	The total no. of callers that dropped out of the queue due to the call being in the queue longer than the timeout set when the call entered the Queue. Queue timeouts are set from the Route screen.
Hide	Allows the user to hide the global summary.

Bottom Section

Summary data of individual Queues.

Column	Description
Queue Name	The name of the Queue
Calls in Queue	The no. of active calls currently in the queue.
Curr Avg Wait	The average wait time of calls currently in the Queue.
Oldest	The duration of the oldest call currently in the queue.
Total Calls	The total calls taken by this Queue today (since midnight).
Avg Ring Time	The average amount of time calls have waited in the queue today (since midnight).
Max Ring Time	The maximum time calls have waited in the Queue today (since midnight).
Abandoned	The number of calls that have been abandoned today. An Abandoned call is one that is hungup by the caller before it was answered by an agent.
Aband After SLA	The number of calls that have been abandoned after the call has been waiting for a least the queues defined SLA. A queue's SLA defines the maximum amount of time a caller should have to wait before a call is answered. Most call centres consider calls which are Abandoned before the SLA duration as non consequential. An Abandoned call is one that is hungup by the caller before it was answered by an agent.
Exit Key	Exit Key displays the total no. of Callers (since midnight) that exited the queue by choosing the Exit Key option. Noojee's PBX has the ability to offer the caller an option to exit the Queue and leave a message. e.g. 'Dial one to leave a message and we will call you back.'.
Exit Timeout	The total no. of callers that dropped out of the queue due to the call being in the queue longer than the timeout set when the call entered the Queue. Queue timeouts are set from the Route screen.
SLA	The service level set for for this queue. SLA is defined as the time (in seconds) that the business has to answer the call.
Grade of Service	The percentage of calls (since midnight) that have been answered or abandoned within the SLA.