- Agent group statistics
- Queue statistics (ACD path and Ring Group)
- Date
The Queue events tab has the following search criteria:
Queue information
The Queue information box specifies the ACD queue or agent group used in the search. When you type an ACD queue or agent group number, the search results contain records specific to that ACD queue or agent group.
Queue event
When you select all three queue event check boxes (Agent Group statistics, Queue statistics, Date), the search results contain records for all of the agent groups and queues, and all of the ACD routing system refresh cycles. The ACD routing system performs a re-synchronization and generates a refresh record every time it notices the date or hour has changed (once an hour).
Agent information
Not applicable to Ring Groups
The Agent information boxes specify the range of values for the Agents Available statistic used in the search. For example, if you select a range of 5 to 10, the search results contain records for all of the calls during periods when 5 to 10 agents were logged on to the ACD, but not in Make Busy or Do Not Disturb.
Calls waiting/Longest waiting settings
Not applicable to Ring Groups
The Calls waiting settings and Longest waiting settings boxes specify ranges of values for the Calls waiting and Longest waiting statistics. For example, selecting a range from 10 to 999 in the Calls waiting box produces all of the records for calls received during periods when more than 10 callers waited in queue.
The Queue events tab displays the queue event criteria used in the search. (See the following figure.)
