Voice Queues Summary Data

The Summary Data panel provides an overview of five statistics drawn from the report.

Field Definitions

• Average Speed of Answer: the average speed calls in the queue were answered.

• Average Talk Time: the average amount of time callers spent speaking to agents.

• Hang-up %: the percent of calls that were hung-up.

• Average Time to Hang-up: the average time between the call entering the queue and hang-up.

• Average Time to Select a Menu Option: the average time it took calls to select a menu option.