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Queue Dashboard Metrics
8x8 Support

Queue Dashboard Metrics

Overview

The Queue Dashboard report provides real-time and historical metrics for a call queue such as number of agents waiting to serve the queue, number of calls waiting in the queue, waiting time, number of calls answered so far, and more. This provides a snapshot of critical stats for a queue.

Note: Available for Virtual Office Analytics Supervisors only.

Applies To

  • VO Analytics

Glossary

Review a queue dashboard to view overall and real-time data on the activity of any call queue in your call center.

Column Description
Calls in Queue Number of calls currently waiting to be served in the queue.
Calls in Progress Number of calls currently handled by the agents logged in to the queue.
Total Agents Total number of agents currently logged in to the queue.
Total Calls Total calls being handled and waiting.
Total Advanced Calls Calls that were advanced to the next available agent in the queue due to the unavailability of previous agents.
Total Answered Total number of queued calls that were answered live in the time period monitored.
Total Wait Time Total waiting time of all calls in the queue during the time period monitored.
Total Talk Time Cumulative duration of the talk time of all answered calls during the time period monitored.
Total Hold Time Cumulative duration of answered calls placed on hold during the time period monitored.
Total Answer Time Cumulative time that calls in the queue waited before being answered during the time period monitored.
Current Wait Time Cumulative wait time of calls currently waiting to be served in the queue.
Available Agents Number of agents currently available to handle calls.
Average Answer Time Total answer time averaged over all the calls during the time period monitored.
Average Talk Time Total talk time averaged over all answered calls during the time period monitored.
Overflow Agents Number of agents in the overflow call queue that are currently logged in to the queue.
Abandoned Calls Number of queued calls abandoned by callers before being answered by agents during the time period monitored.
Average Wait Time Total waiting time in queue averaged across all the calls during the time period monitored.
Longest Talk Time The longest talk time of all calls answered during the time period monitored.
Longest Wait Time The longest wait time of all calls answered during the time period monitored.
Longest Hold Time The longest hold time of calls answered placed on hold during the time period monitored.
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