This page describes the Queue Overview report, which gathers generic statistics about answered and unanswered calls, their duration and completion in a defined time interval. |
This is the default tab displayed when accessing the Queue Report page. VoipNow offers information about the queue traffic. Each of the sections available is described below.
This section displays the number of answered and unanswered calls out of the total number of calls received by the queue's agents:
This section displays statistics about how the answered calls were terminated:
This section displays statistical data about the unanswered calls.
Parameter | Description |
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Calls dropped due to channel incompatibility | The total number of calls answered by an agent, but dropped because the communication channels were not compatible. Click the link to enter the Call Listing for Event 'Channel incompatibility' page that displays an overview of all the calls ended due to this cause. |
Calls ended due to caller abandon | The total number of calls that entered the queue and that were ended by the callers before speaking to an agent. Click the link to enter the Call Listing for Event 'Caller abandon' page that displays an overview of all the calls ended due to this cause. The link is available only if there is at least one call ended due to this cause. |
Calls ended due to caller abandon | The total number of calls that entered the queue and that were ended by the callers before speaking to an agent. Click the link to enter the Call Listing for Event 'Caller abandon' page that displays an overview of all the calls ended due to this cause. The link is available only if there is at least one call ended due to this cause. |
Calls that exit the queue due to timeout | The total number of calls that exited the queue because the caller was on hold for too long and the timeout limit was reached. Click the link to enter the Call Listing for Event 'Queue timeout' page that displays an overview of all the calls ended due to this cause. The link is available only if there is at least one call ended due to this cause. |
Calls ended before customers joined queue because all agents were logged out or paused | The total number of calls terminated before joining the queue because there were no active agents in the queue at that moment. Click the link to enter the Call Listing for Event 'No agents logged in' page that displays an overview of all the calls ended due to this cause. The link is available only if there is at least one call ended due to this cause. |
Calls ended while customers were in queue because all agents logged out or paused | The total number of calls terminated while the customers were already in the queue because all the queue agents either logged out or paused, leaving no one to pick up the calls. Click the link to enter the Call Listing for Event 'Agents logged out' page that displays an overview of all the calls ended due to this cause. The link is available only if there is at least one call ended due to this cause. |
Calls ended due to queue full | The total number of calls ended because the queue's maximum capacity was reached. Click the link to enter the Call Listing for Event 'Queue full' page that displays an overview of all the calls ended due to this cause. The link is available only if there is at least one call ended due to this cause. |
Calls transferred with key | The caller pressed the 0 key before speaking to an agent and the call was transferred to another extension. Click the link to enter the Call Listing for Event 'Transferred' page that displays an overview of all the calls transferred to another extensions. The link is available only if there is at least one call ended due to this cause. |
For more information on what the Call Listing for <event> pages are structured, please read the Calls Overview section.
This section displays general details about call duration:
This section displays statistics about completed calls:
If you want to visualize the statistics for a certain time interval, you can define its limits using search controls:
Show statistics between <start_date> and <end_date> Stats display <representation> |
Where:
If you select one of the last 4 options, you will be able customize your graphics using the extra controls displayed on their left: Plot graph with: Use the available drop-down list to select how you wish the graphic to be drawn:
Show plotted data
Show values - This option is enabled only if the graphic is either Lines or Multiple bars.
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After you have decided on the time interval and on how you want the statistics to be displayed, click the Search link. The graphics will be updated.
The time interval's limits specified here will be used through all the other tabs.
If there were no calls between the selected dates, then the graphics will not be generated! |
voipnow300_extensions/queue/queue_report |