Queue statistics

Queue statistics

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We are working hard to make the insights into your telephony as visible as possible.

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  • Log in to Freedom.
  • Click on Queue Statistics on the bottom left.
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  • The live Queue statistics is now visible.
  • Choose the Queue

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Take Note that the name of the caller group will be shown

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Available data

Real-time statistics of the queue

Number of waiting

This number shows how many people are currently waiting in the queue.

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Total number of active calls

This figure shows how many calls are currently being made.

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Available colleagues in the ring group

This figure shows the number of available colleagues in the call group who can help with waiting callers.

Colleagues busy or on, do not disturb

This figure shows how many colleagues in the call group are currently on a call.

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Average statistics in the queue per day

Answered Calls

This figure shows how many calls have been answered from the queue.

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Number of calls hung up in the queue

This figure shows how many people hung up the phone when they were in the queue. Is this figure high? Then you may not be optimally accessible to your customers. We are, of course, happy to help you think about a better design!

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Average time on hold/waiting

This figure shows how long callers have to wait on average before they get someone on the line. Is this average high? Then customers wait a long time! Do you want to know how to get this figure as low as possible? Then do not hesitate to contact us!

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Average talk time

This figure shows how long the average talk time is with callers transferred from the queue. You can therefore adjust the queue settings on this basis.

Waiting time of the next caller

This number shows how long the next caller has been on hold.

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FAQ about queue statistics

How do I make sure that a queue is added to my call plan so that I can use these statistics?

On the page below, you can read how to add a queue.

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I have feedback on your help pages!

Updates

We are constantly working on our platform and other products. If you want to stay informed of all updates, check for new updates

Still, want to speak to a colleague?

Can't quite figure it out or get it right? Call our Customer Happiness Team at 021 012 5000 or send an email to info@voys.co.za