On this page:

• • Statistics
  • Queue Detail
  • Agent Detail
  • Resetting Queue Statistics

Queues which iSymphony is monitoring are displayed here. Each queue entry contains live statistical data for the queue.

Statistics

Queue:

• Calls – Number of calls currently waiting in queue to be handled by an agent. If a maximum queue size is set this area will also display the current load percentage of the queue.
• Agents – Number of agents currently logged into the queue taking calls.
• On Call – Number of agents currently on a call.
• Completed – Number of calls that were handled by agents in the queue.
• Abandoned – Number of calls that hung up before they reached an agent.
• Avg. Hold Time – The average hold time for calls waiting in queue.
• HCHT -- The highest current hold time of all the calls waiting in the queue.
• Max Calls – Maximum number of calls that can be on hold waiting for an agent.
• Service Level – Percentage of calls that were answered in the specified number of seconds.
• Weight – Priority of the queue.

Agent:

• Calls Taken -- The number of calls taken by the agent. 
• Last Call Time -- The last time the agent took a call from the queue.
• Idle Time -- How long it has been since the agent took a call from the queue.

Queue Detail

By double clicking on a queue in the main queue window you can open the Queue Detail window. The Queue Detail window is separated into three different areas.

• Statistics – Shows statistical data for the queue.
• Calls – Shows all calls currently waiting in the queue along with their position, caller ID, and hold time.
• Agents – Shows all agents currently logged into the queue along with information and statistics about the agent. All drag and drop actions and buttons on the agent entries act in a similar fashion to he extension boxes in the Extensions Window.

Agent Detail

By double clicking an agent entry in the Queue Detail view you can open the Agent Detail window which will display statistical data about the agent along with a list of all calls the agent is currently on. This window will act like an extension box so all drag and drop functionality will act in a similar fashion.

Resetting Queue Statistics

• Asterisk 1.6+
  Issue the following command on the server CLI

  asterisk -rx "queue reset stats"

• Asterisk 1.4 and below
  Issue the following command on the server CLI

  asterisk -rx "reload"
• FreePBX
  Newer versions of FreePBX contains a feature that allows you to set scheduled resets of the queue statistics. Refer to the FreePBX documentation on how to use this feature.