Queue Statistics (Incoming Calls)
The queue statistics dashboard is essential for call center managers and supervisors. It helps in assessing how well calls are being answered, how efficiently agents are managing their time, and how effectively the system is handling the call volume. The data can be used to optimize staffing, improve response times, and reduce the rate of missed or abandoned calls.
This section provides statistics related to the incoming calls for a specific queue or group:
Calls
- Total Calls: Displays the total number of incoming calls received.
- Answered Calls: Shows how many of the incoming calls were answered.
- Missed Calls: Indicates how many calls were missed by the agents.
- Busy Calls: Represents the calls that couldn’t be connected because all agents were busy and the maximum queue waiting time was exceeded.
Time
- Avg Talking Time: The average duration of all conversations for answered calls.
- Queue Max Waiting Time: Displays the maximum amount of time a call has been waiting in the queue.
- Queue Avg Waiting Time: Shows the average waiting time for calls in the queue.
- Queue Total Waiting Time: The cumulative waiting time of all calls in the queue.
These stats provide call center managers with insight into the volume of calls and how efficiently the queue is being managed, including agent availability and call handling performance.
Detailed Performance
This part of the dashboard includes visual representations of call statistics for more granular insights:
- Incoming Call Distribution:
- A (Answered Calls): The total number of answered calls, represented in green.
- B (Missed Calls): The total number of missed calls, represented in red.
- C (Busy Calls): The number of calls that couldn’t be answered due to all agents being busy, represented in yellow.
- D (Abandoned Calls): Calls that were abandoned by the users, represented in blue.
- Performance Gauges:
- Answer Rate (SLA): A gauge showing the percentage of calls that were answered within a defined Service Level Agreement (SLA).
- Missed Calls Rate: This shows the percentage of calls that were missed.
- Busy Rate: Displays the percentage of calls that could not be connected because agents were busy.
These metrics help in analyzing the effectiveness of the queue system, agent performance, and how well calls are managed within the queue.