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Changes for page Queue Alarms

Last modified by superadmin on 2021/09/09 20:56
From version 3.1
edited by michelk
on 2021/09/09 18:01
Change comment: Import
To version 13.1
edited by michelk
on 2021/09/09 18:01
Change comment: Import

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1 -== (% style="color: rgb(68,105,139);" %)Queue Alarm Configuration(%%) ==
1 +== (% style="color: rgb(0,0,0);" %)Queue Alarm Configuration(%%) ==
2 2  
3 3  [[image:attach:alert-config.png]]
4 4  
5 +Once a alert configuration is saved it can be added to a queue in the[[ queue configuration>>doc:Queues]]
6 +
5 5  == Alerts ==
6 6  
7 7  == Alert Types ==
10 +
11 +**Calls In Queue**
12 +The number of calls currently in the queue.
13 +**Agents In Queue**
14 +The number of agents currently in the queue.
15 +**Agents On Call**
16 +The number of agents currently on a call.
17 +**Total Calls **
18 +The total number of calls taken for the queue.
19 +**Completed Calls**
20 + The total number of calls completed for the queue.
21 +**Abandoned Calls**
22 + The total number of abandoned calls for the queue.
23 +**Average Hold Time**
24 + The average hold time for calls taken in the queue.
25 +**Average Talk Time**
26 + The average talk time for calls taken in the queue.
27 +**Service Level**
28 +The number of calls that have met the service level.
29 +**Agent Talk Time**
30 + The talk time for an agent on a queue call.
31 +**Agent Calls Taken**
32 +The number of queue calls taken by an agent.
33 +**Call Hold Time**
34 + The time a call has been waiting in the queue.
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