Queues
Queues is in the Service Levels category. - View all
This is the average delay or wait time of all calls that have been delayed or have queued. … View
Blocked calls can be the result of back busy or ACD configuration. With regard to the latter, ACDs can be configured to block calls when a cert… View
Call peaks are high levels of inbound calls, which are above the normal or average. Peaks can be both, forcasted and unexpected. Peaks are … View
For given service level and call variables, calculates - Agents, trunks, service level, percent queues, percent abandoned, utilisation, ASA. … View
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