Statistics descriptions

Several types of statistics can be displayed for inbound conversations.


Statistic	Description
Calls in Queue	Number of conversations waiting is a queue
Chats in Queue
Emails in Queue
Calls: Longest Queueing Time	The longest amount of time that has passed without conversation being allocated Note that email queuing times don't use schedules.
Chats: Longest Queueing Time
Emails: Longest Queueing Time
Inbound Conversations Handled Today	Number of conversations and how they have been handled today
Calls Arrived today	Number of conversations arrived today in a queue
Chats Arrived today
Emails Arrived today
Calls: Service Level	Service level for conversations arrived today in a queue
Chats: Service Level
Emails: Service Level
Queue Status	Combined statistics for queues The queue name works as a link. It opens the Agents table showing the agents that have the selected queue assigned.
Disruption Events	Same information as shown in the Disruptions view
Campaign Progress	The progress of the campaign The inner layer shows the division of campaign customers into Handled, Max. Calls, Filtered, and Not Handled. The outer layer shows a more detailed breakdown of the campaign customers based on call classifications done by the agents.
Queue Serving Status	How a selected queue or queues are being served by the agents who have serving rights for them. There are three tables: The top table shows a summary of one or more queues with the number of queueing conversations and the number of agents signed in. The middle table shows the status of the agents signed in, their availability, and active profile. The bottom table shows all active conversations that are in process, pending, or in wrap-up according to the listed agents.
Serving Status	Contains the same information as the Queue Serving Status statistic but the information is displayed in separate tables you can resize and move. For more information, see the serving status in Combined statistics.

Quick links

When you click on a queue name in the Queue Status table, it jumps to the related Agent View. For example, if you click on the Sales Queue row in the Queue Status table, it does the following:

Moves to Agent view
Filtered by Sales Queue
Sorted by Presence (descending order of Free, Busy, Away, Signed Out)
Queues view selected, so see which agents are signed in

The bars in the charts work as links to the Agents table which shows the agents that have the selected queue assigned.

Combined statistics

Inbound Conversations Handled Today
This shows all the conversations that have been handled during the past 24 hours for the selected queues:
- Handled: Answered and processed
- False attempt: Hung up by customers before the false-attempt limit (by default 5 seconds) is reached
- Abandoned: Hung up by customers before they are answered but after the false-attempt time

Queue Status

This table shows the following information about all the queues you have selected. By default all the columns are selected. You can deselect columns and change the order of the columns in the card settings by clicking on . Your column choices and the order of the columns will be available when you sign out and sign in again.


Column	Description
Queue	Queue name
Channel	Conversation type
Queuing	Queuing conversations
Longest Wait	Conversation which has waited the longest in queue
Chat Capacity (Free/Total)	Shows the available chat capacity / the total chat capacity
Agents	How many agents are signed in to that queue
Available Agents	Agents who are ready to receive conversations
Paused Agents	Agents who have activated an absence profile
Handled %	The percentage of conversations that have been answered and processed
Handled	The number of conversations that have been answered and processed
False Attempt %	The percentage of conversations that have not been answered, and customer has disconnected before the defined false-attempt limit is reached.
False Attempt	The number of conversations that have not been answered, and customer has disconnected before the defined false-attempt limit is reached.
Abandoned %	The percentage of conversations that have not been answered after the defined false-attempt limit is reached.
Abandoned	The number of conversations that have not been answered after the defined false-attempt limit is reached.
Service Level %	The service level percentage of conversations that have been answered in time during the current day
Average Queuing Time	The average time conversations have been waiting in the queue
Processed	The total number of all conversations handled (including false attempts and abandoned conversations)

If threshold levels have been configured in System Configurator, the Queue Status table as well as some of the statistics with the Values per Queue option selected show when the warning (orange color) and critical level (red color) values have been reached. This way you can quickly see which queues require more agents.

You can change the column selection by selecting the Columns tab in the chart settings popup window. To change the column order, select one of the columns and use the arrow icons next to the search field.

Serving Status

This table shows the following information about the selected queues and agents and their conversations. Not all columns are shown by default. To see all columns or to change the order of columns, click on the icon.

Table 1. Queues
Column	Description
Queue	Queue name
Type	Conversation type
Queuing	Queuing conversations
Waiting	Conversation which has waited the longest in queue
Signed in	How many agents are signed in to that queue
In Process	How many conversations are actively being processed from that queue
Processed	The number of conversations handled for the current day
Availability	The grapic shows the following: green means signed in to the queue and ready yellow means signed in to the queue and not ready red means signed in to the queue although busy processing a conversation. Ready status is not relevant. If the number of agents doesn't match with the agents listed in the Agents table, the reason may be that you don't have rights to view all these agents.

Table 2. Agents
Column	Description
Agent	Agent name
Availability / Duration	Agent's readiness to accept conversations. If the agent is busy, the conversation type is also shown. Time indicates the duration of this status. If the agent has several conversation types, the order in which the column shows the conversation and its duration is: calls chats emails preview of a campaign wrap-up For example, if an agent has a call and a chat, the column shows the call as the conversation the agent is busy with and its duration.
Availability	Agent's readiness to accept conversations: free, busy, or away
Status / Duration	Icon shows ready or not ready status. Time indicates the duration of this status.
Status	Icon shows ready or not ready status.
Profile / Duration	The current profile held. Time indicates the duration of this profile.
Profile	The current profile icon type which can be presence, absence, or tentative.
Conversations	Number of conversations in process with the agent per conversation type. Pending conversations and wrap-up conversations are excluded in the Agents card count.
In Process	Cumulative count of conversations in process with the agent
Longest Duration	Based on the conversation which has been in process with the agent the longest

Table 3. Conversations
Column	Description
Type	Conversation type: call, chat, email, or task
Agent	Agent name
Status	Status of the conversation: pending or in process
Status Duration	How long this status has lasted
Source	The queue from which the conversation has arrived
Queue	The queue name
Subject	For conversations from the email channel it's the subject of an email. For conversations from the chat channel it's the first lines of the message.
Arrival Time	The time the conversation has arrived to the contact center
Disconnection Time	The time the agent or customer hangs up the call. Wrap-up time is excluded.
Total Duration	The overall time the agent has taken with the conversation