queue stats and calls taken

[Op3r]

Hi,

I never used to read reports like this:
---------- TOTALS
Total calls taken in to this In-Group: 8200
Average Call Length for all Calls: 265 seconds
Answered Calls: 6286 77%
Average queue time for Answered Calls: 21.31 seconds
Calls taken into the IVR for this In-Group: 0

---------- DROPS
Total DROP Calls: 1861 23% drop/answered: 30%
Average hold time for DROP Calls: 35 seconds

---------- CUSTOM INDICATORS
GDE (Answered/Total calls taken in to this In-Group): 77%
ACR (Dropped/Answered): 30%
TMR1 (Answered within 20 seconds/Answered): 80%
TMR2 (Answered within 30 seconds/Answered): 88%

---------- QUEUE STATS
Total Calls That entered Queue: 8052 98%
Average QUEUE Length for queue calls: 26.93 seconds
Average QUEUE Length across all calls: 26.45 seconds


The issue is that Queue Stats is actually lower than the calls taken. Does anybody know why?

[mflorell]

Queue stats means that the call had to wait for an agent to be available, so it will almost always be lower than the total calls into the in-group.