> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/dashboard/dian-hua.md).

# Phone

Analyze and present phone data at a glance through phone-related chart data.

##  **Telephone queue status**

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNRu7dk70ei7JV9HlW9%2F-MeY7rEtcWzha-scxkLs%2F-MeY7v4OmgUGcZceQCEE%2Fimage.png?alt=media\&token=f076963a-0c07-4ef0-bd0a-5e6542184dcf)

<table data-header-hidden><thead><tr><th width="164">Name</th><th>Description</th></tr></thead><tbody><tr><td>Name</td><td>Description</td></tr><tr><td>Waiting</td><td>Current customers on the phone<strong>in queue</strong> (Queue) total count.</td></tr><tr><td>Longest wait</td><td>Longest customer wait time of the day.</td></tr><tr><td>Answered</td><td>The "Answered" field indicates the number of calls currently being answered on this DN.</td></tr><tr><td>Busy</td><td>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.</td></tr><tr><td>Ready</td><td>Number of agents in the "Ready" state.</td></tr><tr><td>Not Ready</td><td>Number of agents in the "Not Ready" state.</td></tr><tr><td>Logged in</td><td>Number of agents logged into the phone system and online.</td></tr><tr><td>SLA</td><td>Number answered within 20 seconds / total incoming calls = SLA service level (%)</td></tr><tr><td>Average customer wait</td><td>Average time customers wait in the telephone queue (Queue).</td></tr></tbody></table>