Monitoring Queue Statistics with the Queue Statistics Panel

Last modified by colinw on 2021/09/09 20:56

The Queue Statistics Panel in iSymphony provides real-time statistics about a particular queue in your phone system, in addition to a review of some of the current parameters of that queue. As calls enter and exit the queue, these statistics will update, allowing you to quickly view the health of your queues. 

The statistics provided by iSymphony for queues are provided by Asterisk, and their values are not controlled by iSymphony. Asterisk provides the ability to reset queue statistics for a particular queue, and many configuration utilties for Asterisk, such as FreePBX, provide functions to automatically reset the statistics periodically.

Call Statistics

The following real-time statistics are available in the statistics panel. Note that there is currently no facility for historical reporting of these statistics, and iSymphony does not provide the ability to reset the statistics. The values provided are always since the last Asterisk queue statistics reset. 

  • Total Calls: The total number of calls that have passed through this queue since the last reset.
  • Completed: The total number of calls that have been successfully answered by an agent after passing through the queue. See the note below for a warning about this value.
  • Abandoned: The total number of calls that have been abandoned by callers while waiting in the queue. See the note below for a warning about this value.
  • Average Hold Time: The average amount of time that callers have waited in the queue before being passed to an agent or abandoning.
  • Average Talk Time: The average amount of time that agents have spent talking to callers after answering a queue call. 
  • Service Level Performance: The percentage of calls that have been answered within the service level time defined for the queue, out of the total calls that have been completed for the queue.

Queue Parameters

In addition, the statistics panel provides basic information about the current parameters defined for the queue:

  • Max Calls: Displays the current maximum number of callers allowed to wait in the queue. If this is 0, it means an unlimited number of callers may wait in the queue. 
  • Strategy: The ring strategy defined for this queue in your dialplan. The ring strategy controls how available agents are rung when a call should be delivered to them.
  • Weight: The weight defined for this queue in your dialplan. It is used by asterisk to determine which queue to deliver calls from to agents that are shared between multiple queues.
  • Service Level: The service level defined for this queue in your dialplan. This is a threshold (in seconds) to target for the maximum wait time of any caller in the queue.

Additional Information

Asterisk does not provide a facility for iSymphony to direct queue calls to be delivered to a specific agent. If you use iSymphony to move a call from a queue straight to a specific agent, or to another extension on your system, it will perform a regular transfer to that extension. Due to the way the queue application behaves, it will then consider that call as being abandoned, even if it is delivered to a valid and waiting agent. Therefore, if you use this functionality within iSymphony, it will distort your queue statistics for iSymphony and any other reporting solution that uses the same information.

   

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