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This statistic includes:
•
Calls answered by agents.
•
Calls that are not answered by an agent and go to the final destination.
•
Calls that are sent to the UCD group but callers hang up before being answered.
Longest Queue Time Today
This shows the longest call in queue today. The queue time is calculated as follows:
a) Queue time begins when a call is queuing.
b) Queue time ends when
• caller is answered by an agent
• system gets disconnected from C.O. or
• caller is transferred to the final destination
Longest Queue Time Now
This shows the longest call currently in queue. The queue time is calculated as follows:
a) Queue time begins when a caller starts to hear the first UCD message.
b) Queue time ends when
• caller is answered by an agent
• system gets disconnected from C.O. or
• caller is transferred to the final destination
This is a real-time statistic and so will not print on a report
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