This statistic measures the total number of calls originating through a Call Queue. This stat includes calls answered/retrieved by agents, abandoned calls, calls forwarded to a queue's forwarding destination for unanswered calls, and calls connected to someone's voicemail.
    •  Call Volume (VOL) = Calls Offered (CO) + Forward (FWD) + Abandoned Calls (AC)

For queues, this statistic measures the number of calls originating from a call queue that are answered and handled to completion within the queue by an agent. 

For agents, this statistic measures the number of calls that they handled to the grave. This accounts for calls they handle solely through a queue, calls that they assist with from another agent/queue, and calls forwarded to this agent's mailbox if they are unable to answer a transferred call. 

Excludes abandoned calls and calls forwarded to a queue's forwarding destination for unanswered calls. 

   •  Calls Handled (CH) = Calls Offered (CO) - Abandoned Calls (AC) - Forward (FWD)

When a call from a queue is transferred to a different queue or user, the calls is counted as in the Calls Assisted stat.

When an agent answers a queue call and then transfers the call to a different user, the call is counted as an AST for them. The user that accepts the transfer and handles the call has that call counted towards their CH stat. 

The FWD statistic measures how many calls in a queue get forwarded to a different destination. This destination for forwarded queue calls can be a specific user (e.g., a receptionist or operator), a voicemailbox, a different queue (e.g., an overflow queue), an auto attendant. or a specific off-net phone number. 

The VM statistic measures the number of calls that are handled by our automated voicemail system. 

The type of calls that are most commonly counted towards this stat are calls that are transferred by an agent to a coworker that is unavailable. Queues that are set to forward unanswered calls to the queue's own voicemailbox are counted in this stat as well

This statistic measures the number of calls that abandoned a queue after 10 seconds. Excluding calls abandoned less than 10 seconds can be useful since these kinds of calls may not be of concern when compared to calls that are abandoned after waiting longer in the queue. 
    •  Adjusted Abandoned Calls (AAC) = Abandoned Calls (AC) - # of calls abandoned in less than 10 seconds

Calls that are abandoned within the first 10 seconds of a call can occur for some of the following reasons:
    •  Caller experienced technical issues
    •  Caller decided they did not have the time to call.
    •  Caller realized they called the wrong number. 

If there is a high Average Wait Time (AWT) and a high number of Adjusted Abandoned Calls (AAC), then it may be necessary to do one of the following to improve the calling experience for your callers:
    •  Add more agents to the queue so that calls are being handled in a timelier manner. 
    •  Add wait status updates or comfort messages to a queue's Music on Hold to keep callers more engaged.
    •  Consider enabling callbacks or creating a Busy Auto Attendant to give callers options after waiting in a queue for a while. 
    •  Brainstorm call flow procedures agents can follow to make handling calls more efficient.
    •  Consider adding alternate methods callers can contact your company to cut down on the amount of calls your company received.

This statistic measures the average amount of time callers wait in a queue before an agent answers. This can also be thought of as the Average Answer Speed.

If there is a high Average Wait Time (AWT) and a high number of Adjusted Abandoned Calls (AAC), then it may be necessary to do one of the following to improve the calling experience for your callers:
    •  Add more agents to the queue so that calls are being handled in a timelier manner. 
    •  Add wait status updates or comfort messages to a queue's Music on Hold to keep callers more engaged.
    •  Consider enabling callbacks or creating a Busy Auto Attendant to give callers options after waiting in a queue for a while. 
    •  Brainstorm call flow procedures agents can follow to make handling calls more efficient.
    •  Consider adding alternate methods callers can contact your company to cut down on the amount of calls your company received.

This statistic measures the average amount of time an agent spends on their calls. This average includes the agent's Talk Time (TT), Average Hold Time (AH), and Disposition Time (ACW).

This agent stat measures the number of calls dispatched from a queue that the agent did not answer. 

An agent may have a call counted in the MC stat multiple time for the following reasons:
    •  Queue is set to have callers stay in the queue so unanswered calls reattempt to ring agents in the queue.
    •  Agent receives same call if the queue forwards unanswered call to a queue (i.e., a rollover or overflow queue) the same agent is in. 
    •  Agent does not answer and accept a call transferred to them from an agent of a different queue.

In order for statistics to be recorded, your call center's call queues will need to have Statistics enabled in their Basic settings. 

To enable the collection of call statistics for call queues…

1. Navigate to the Call Queues page.

2. Click the Edit Queue icon next to the call queue that needs adjustment.
3. In the Basic tab, use the Statistics drop-down to select Yes.

4. Click the Save button.

 

To have a user's statistics tracked, a call queue will need to be created for that user and then added into the user's inbound call routing.

Step 1: Create a Call Queue for a User

If you need to be able to track the statistics of users that are not supposed to be in a group of agents, you can enable the collection of statistics for those users by giving them their own call queues.

To create a call queue for a single agent…

1. Navigate to the Call Queues page.

2. Click the Add Call Queue button.

3. In the Basic tab, fill out the following information:

    •  Name - Give the user's queue a name.

    •  Extension - Type in a unique extension number for their queue.

    •  Statistics - Select Yes to have the queue collect statistics.

4. Click the Next button.

5. On the Pre Queue Options tab, use Queue Audio drop-down to select if callers should hear ld or ringing (Ringback) while they wait for the user to answer the call.

 

6. Click the Next button.

7. In the In Queue Options tab, fill in the following information:
    eout (sec) - Use the slider to select how long (in seconds) the call should ring before being forwarded. 

    •  Enable Voicemail - This option enables the queue's own voicemail. Since the voicemails of users are commonly used instead, use the drop-down to set this option as No. 

    •  If Unanswered - Use the drop-down to select Forward to destination.

    •  Forward Destination - Type and select the destination for unanswered calls.

 

8. Click the Next button.

9. Click the Add button.

Step 2: Add the User to Their Call Queue

Now that a call queue has been created, we will need to add that user into the call queue to accept calls.

1. Use the Add Agent(s) by drop-down to select Phone.

2. In the Agent Phone box, type the name or on number of the user.

3. Repeat step 2 for each of the user's devices that should ring.
4. Use the Status drop-down to select Online.

5. If needed, adjust the settings for the user in the queue.
6. Click the Save Agent button.

 

Step 3: Route Calls to the Call Queue

Once you have created a call queue that routes calls to the user, you will need to add this call queue into the routing for that user.

There are three different ways this could be done:
1. Update a user's answering rules.
2. Route a ID (Direct Inward Dialing) number to the call queue.
3. Add the call queue as a dial pad menu option for an auto attendant.

Reference the modules below to learn more about these different ways to set the user's call queue as the destination for their calls.