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Queue Alerts

Version 1.1 by michelk on 2021/09/09 18:01

Queue Alarm Configuration

alert-config.png

Alerts

Alert Types

Calls In Queue
The number of calls currently in the queue.
Agents In Queue
The number of agents currently in the queue.
Agents On Call
The number of agents currently on a call.
Total Calls 
The total number of calls taken for the queue.
Completed Calls
 The total number of calls completed for the queue.
Abandoned Calls
 The total number of abandoned calls for the queue.
Average Hold Time
 The average hold time for calls taken in the queue.
Average Talk Time
 The average talk time for calls taken in the queue.
Service Level
The number of calls that have met the service level.
Agent Talk Time
 The talk time for an agent on a queue call.
Agent Calls Taken
The number of queue calls taken by an agent.
Call Hold Time
 The time a call has been waiting in the queue.