Number of Unanswered Calls. Includes abandoned and timed out Calls.
Number of calls answered by an agent.
Number of calls where the caller disconnected when waiting in queue.
Number of calls that timed out in the queue.
Queue Timeout With No Available Agents Call Count
Number of calls that timed out immediately because no agents were either signed into the queue or had an available agent status.
Number of calls that requested a callback.
Voicemail Requested Call Count
Number of calls that requested to leave a voicemail while waiting in queue.
Outside Business Hours Call Count
Number of calls that were outside business hours based on a business hours set assigned to the queue.