Queue metrics available in Live Dashboards

  1. Avg Wait Time is the average time it takes for a customer request to be accepted by an agent.
  2. Customers in Queue is the total number of customers awaiting agent assignment.
  3. Avg Handle Time is the average time it takes an agent from accepting a customer request to completing ACW (After Call Work).
  4. Avg Wrap Up Time is the average time required for agents to complete the wrapup task.
  5. Avg Abandonment Rate is the percentage of customer requests that were hung up on or disconnected before being accepted by a representative.
  6. Avg Abandonment Time is tthe average time it takes for customer requests to hang up or disconnect before being accepted by a representative.
  7. Queues lists all of the queue names in the system, as well as their corresponding queue metrics.
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