This is the third panel in the Monitoring page.
The Daily Queue Statistics panel lists 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
- 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 (Calls 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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