6.1.4 Viewing Queue Performance
6.1.4.1 Default Queue Performance View
(Video instructions available: Viewing Queue Performance)
The Queue Performance view allows supervisors to display performance-related queue metrics. Select the help button in the bottom left corner of the window for help text specific to this view.
6.1.4.1 Default Queue Performance View
The default queue performance view displays all queues in your line of business for the selected time period. The information displayed includes the total number of calls offered, percent of calls answered, percent of calls abandoned, average speed of answer, service level percentage, average wait, etc. for all queues. The same information is displayed for each individual queue. For information about selecting queues, filtering, exporting, saving views, and downloading, See Section 6.1 introduction to performance.
This page last updated in Release Number: 25-01
Release Date:04/09/2025
Effective Date: 04/09/2025