Toshiba STRATA CS Communication Server Release 6 User Manual page 310

C-10
Avg. talk time
Calls to voice mail
Total talk time
Longest time
Average wait time
Redirection
Calls placed
Calls completed
Calls connected
Queue Statistics Pane
Length of the average time that callers spent
talking with agents.
Number of calls that went to voice mail
without being handled by an agent, as a result
of callers pressing the key to leave voice mail.
Total number of minutes that callers have
spent talking with agents.
Length of the longest time in each of the
following categories (by day only):
Talk time. Time spent talking with an
agent.
Wait time. Time spent waiting on the
queue.
Average length of time callers waited on the
queue for each of the following categories:
All calls. All inbound calls to the queue.
Answered calls. All calls to the queue in
which the caller spoke with an agent.
Abandoned calls. All calls to the queue
in which the caller hung up or left a voice
message.
Number of calls that have been automatically
redirected by the queue, for each of the
following categories:
Maximum hold. Calls that reached the
maximum wait time without being
answered.
Queue busy. Calls that were redirected
because the queue was too busy.
Queue closed. Calls that were redirected
because the queue was closed.
Outbound Statistics
Number of outbound calls placed by this
queue.
Number of connected calls that are now over.
Number of calls that have connected with the
called party.
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