☎️Phone

Use the "Phone" related charts to clearly analyze and present phone data.

Telephone queue status

Name	Description
Waiting	Current customers on the phonein queue (Queue) total count.
Longest wait	Longest customer wait time of the day.
Answered	The "Answered" field indicates the number of calls currently being answered on this DN.
Busy	The number of agents currently in the "Busy" state on this DN. In some call settings, for example when an agent's Automatic Call Distribution (ACD) group is associated with multiple DNs, the busy count for all associated DNs will increase, similar to Ready, Not Ready, etc.
Ready	Number of agents in the "Ready" state.
Not Ready	Number of agents in the "Not Ready" state.
Logged in	Number of agents logged into the phone system and online.
SLA	Number answered within 20 seconds / total incoming calls = SLA service level (%)
Average customer wait	Average time customers wait in the telephone queue (Queue).