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- Qd. (Queued): Total number of calls queued
- Rt. (Routed): Total number of calls routed
- Ab. (Abandoned): Total number of calls abandoned (not answered)
- VM. (Voicemail): Total number of calls answered by voicemail
- Rt. Rate (RoutedRateCalls Routed Rate): Percentage of calls routed
- 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, per the formula below:
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