This panel will list all queues within IVRs and can be sorted by clicking any of the underlined column headings. The following metrics are displayed for each queue:
- Qd. (Queued) – Total number of calls queued.
- AnRt. (AnsweredRouted) – Total number of calls answeredrouted.
- Ab. (Abandoned) – Total number of calls abandoned (not answered).
- VM. (Voicemail) – Total number of calls answered by voicemail.
- AnRt. Rate (Answer Routed Rate) – Percentage of calls answeredrouted.
- Ab. Rate (Abandoned Rate) – Percentage of calls abandoned (not answered).
- Service Level – Percentage of calls answered within the Acceptable Waiting Time (AWT) set on the Queues screen. Calls abandoned after the acceptable waiting time will also impact the service level, see formula:
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