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The following information is displayed in the Current section of the Metrics Dashboard:

  • Calls Waiting − the The number of calls currently waiting for the selected queue(s).
  • Callbacks Waiting − the The number of callbacks waiting for the selected queue(s).
  • Current Calls Handled − the The total of all the calls currently being handled by agents that were delivered from the selected queue (or all queues if selected in the filter).
  • Agents Signed In − total The total number of Agents signed in to the selected queue(s).
  • Longest Call Waiting − the The longest wait duration for a call in the selected queue(s).
  • Longest Talk Time − the The talk time of the oldest call currently assigned to an agent delivered from the selected queue (or any queue if all queues is selected).