Technical Tip: Understanding the 'Queue Stat Today' Table in FortiVoice

Description

This article describes the meaning of each column in the 'Queue Stat Today' table within the FortiVoice Console.

Scope

FortiVoice Console.

Solution

Within FortiVoice, the 'Queue Stat Today' section centralizes important information regarding call flow across queues.

• Queue: Displays all queues visible to the user according to the permissions configured in the assigned user profile.
  

• Call Total (CT): Shows the total number of calls received by the queue.

• Call Answered (CAn): Displays the total number of calls answered by connected agents.

• Call Abandoned (CAb): Represents calls abandoned by the caller before being answered. In other words, the caller hung up while waiting in the queue.

• Call Overflowed (COF): Indicates calls that exceeded the queue's maximum capacity. Any calls received after the queue reaches its configured limit are counted in this column.

• Call Transferred (CTr): Displays the number of calls transferred between extensions.

• Call Timeouted (CTO): Shows the number of calls that timed out while waiting in the queue and were not answered.

• Average Talk Time (ATT): Displays the average duration of calls handled by the queue.

• Average Waiting Time (AWT): Displays the average waiting time experienced by callers before their calls were answered by an agent.

• Outbound Calls (OB): Displays the total number of calls initiated from internal extensions.

• Outbound Call Average Talk (OBT): Shows the average duration of calls handled by agents.