Real-Time Queue Stats
Call center managers need a snapshot into specific queue statistics to quickly act on negative call queue metrics. Each statistic, can have a customized lower and upper threshold that visually alerts managers to take action.
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Which real-time queue stats are available?
The available real-time call queue stats are: callers waiting, average wait time, average handle time, service level percentage, abandon rate percentage, number of calls answered, call volume and number of abandoned calls.
Can I adjust the service level agreement time?
Service level agreement time can be adjusted between 20-1920 seconds.