Inbound Queue Agents

Overview

The Inbound Queue Agent displays a list of all Agents that are currently logged into a 'selected' Queue.

Details

The tile contains to sections.

1) summary data for the selected queue.

2) details for each agent logged into the selected queue.

Queue Summary

Provides a summary of the Queue's activities since midnight.

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 Wait 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.

Agent Details

The following columns are available

Field	Description
Agent	The username of the agent
Extension	The extension the agent is currently taking calls on.
Status	The agents current state. e.g. logged in, On Call, Hungup...
Last Status Change	The duration the agent has been in the current state (Status)
Total Calls	The total calls taken by this agent since midnight.
Avg. Wait Time	The average time (since midnight) that callers spent waiting for this agent to answer calls.
Max Wait Time	The maxiumu time (since midnight) that callers spent waiting for this agent to answer calls.
Pause Time	The total time this agent has spent paused since midnight.
Queue Id	The unique id of this queue. This is included for support purpses.
Queue	The name of the queue.
Hide	Allows an individual Agent to be removed from the tile.