The Voice Queues List provides a listing of data for the selected queues. you can sort the listing either by aggregation interval or queue.



Field Definitions

• Interval: the starting date and time and ending time for the aggregation interval.

• Queue: the extension of the queue.

• Name: the name of the queue.

• Calls: the number of calls received by the queue during the reporting period.

• Ans: the number of queued calls answered during the reporting period.

• Abnd: the number of calls in which the caller hung-up, timed out, timed out immediately, or selected an escape Menu option during the reporting period.

• Peak Waiting: the peak number of callers waiting in the queue during the reporting period.

• Peak Talking: the peak number of callers through this Queue talking to agents during the reporting period.

• Wait Time: the total time callers spent waiting in this Queue during the reporting period.

• Talk Time: Total time callers spent talking to agents during the reporting period.

• HU: For calls in the Queue, the number of calls hung-up by caller during this interval.

• Menu: For call in this Queue, the number of callers who hung-up during this interval.

• TO: For calls in the Queue the number of callers who timed-out waiting in Queue during this interval.

• TOI: For calls in the Queue: the number of callers who timed-out immediately when arriving during this interval.

• Wait for Ans: the Wait Time in this interval that did not end up in abandonment.

• Time till HU: the Wait Time in this interval that ended with the caller hanging up.

• Time till Menu: the Wait Time in this interval that ended with the caller selecting a menu option.

• Wait for TO: the Wait Time in this interval that ended with the Queue timing out on the caller.



1. Note that # Calls often will not always equal # Ans plus # Abnd for any one time interval. This is because calls will often be Answered or Abandoned in a later aggregation interval. Over sufficiently long time periods (like a day) the Calls count will equal the sum of Answered plus Abandoned.
2. Always:#TOI + #TO + #Menu + #Hung-up = #Abnd for this aggregation interval.
3. Always: Wait for Ans + Time till HU + Time till Menu + Wait for TO = Wait Time
4. Until the final status of the caller in Queue is known, the system assumes all of their waiting time is leading to an Agent answering. But if a caller is still waiting at the moment an aggregation interval ends, the system doesn't actually know whether the call will be answered or abandoned.