vicidial.org

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?

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.