IPitomy IP1100+ PBX Administrator Guide - Manual (Page 124)

IPitomy IP PBX Admin Guide
2011 Copyright  IPitomy Communication, LLC 106 v4.0.1
www.ipitomy.com
Live Queue Data
The Live Queue Data page displays current call statistics for ACD queues. The page will refresh every 10
seconds, allowing a manager to monitor the activity in the queue as it happens.
Figure 57 – Ring Group Live Queue Data
Sections/Fields Description
In the queue selection box the Queue or Queues to be displayed can be
selected. Use the Control key (Command on Mac) to select multiple queues
for display.
The Queue Statistics box has been reformatted in SW release 3.4.1 to
allow its use on call center wall boards (large PC displays).
Each queue is encapsulated with a thin-line box. Queue statistics are color-
coded for quick orientation on wall boards. Since this data is presented in
GUI format it can be easily resized to accommodate large displays.
The top line of the queue display presents the Queue Name and the date.
Statistics are a running total and will reset to zero whenever Apply Changes
is clicked (as is the case of the screen capture above).
Time in Q
This is the average time that callers have waited in queue before being
answered by a queue member/agent.
Calls in Q
This is the number of calls that are waiting in the queue.
Answered
This is the number of calls answered by members/agent of this queue.
Abandoned
This is the number of calls that have not been answered and the caller