Skip to Content

Wiki source code of Queue Alerts

Version 13.1 by michelk on 2021/09/09 18:01
Show last authors
1 == (% style="color: rgb(0,0,0);" %)Queue Alarm Configuration(%%) ==
2
3 [[image:attach:alert-config.png]]
4
5 Once a alert configuration is saved it can be added to a queue in the[[ queue configuration>>doc:Queues]]
6
7 == Alerts ==
8
9 == 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.
35
36
37
38