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To access this page, click the the Calls Distribution tab tab. The statistical data is structured in several sections, based on the three criteria computed for different time intervals (day, weekday, hour). You will find these sections explained below.

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This information helps you find the busiest hours for the queue agents, when the largest number of incoming calls is received.

• Hour:  The one hour time interval the calls were answered by the queue agents. Only the hours in which at least one call was answered are listed.
• Calls:  The number of calls answered by all the queue agents in that hour.
• Percent: The The percentage of calls answered in that hour out of the total answered calls.
• Average call duration:  The average time spent by the caller talking to a queue agent, in seconds.
• Minimum call duration:  The minimum time spent by a caller talking to a queue agent, in seconds.
• Maximum call duration:  The maximum time spent by a caller talking to a queue agent, in seconds.

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This section allows you to visualize the hours when the callers had to wait in the queue the longest before speaking to a queue agent.

• Hour: The The one hour time interval the calls were answered by the queue agents. Only the hours in which at least one call was answered are listed.
• Calls:  The number of calls answered by all the queue agents in that hour.
• Percent:  The percentage of calls answered in that hour out of the total answered calls.
• Average call wait:  The average time spent in queue by a caller before his call was answered by a queue agent.
• Minimum call wait:  The minimum time spent in queue by a caller before his call was answered by a queue agent.
• Maximum call wait:  The maximum time spent in queue by a caller before his call was answered by a queue agent.

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This section offers you detailed information about the hours with the most unanswered calls, in the defined time interval.

• Hour:  The one hour time interval when there were unanswered calls. Only the hours in which there was at least one unanswered are listed.
• Calls:  The total number of unanswered calls.
• Percent:  The percentage of calls unanswered in that hour out of the total unanswered calls.
• Average time to hangup:  The average time spent in queue by a caller before hanging up.
• Minimum time to hangup:  The minimum time spent in queue by a caller before hanging up.
• Maximum time to hangup:  The maximum time spent in queue by a caller before hanging up.

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Where:

• <start_date>:  The starting date of the time interval you want the statistics to be displayed for. The format must be yyyy-mm-dd. Default: the first day of the current month.
• <end_date>:  The ending date of the time interval you want the statistics to be displayed for. The format must be yyyy-mm-dd. Default: the current date.

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