Which statistical terms you see via the Realtime curves function depends on which type of queue that is selected. The picture to the right is an example of which terms that can assume values and be seen as curves for incoming calls, queue.
A colour may represent different terms for different services.
In the table below you see
- the terms you can select, per queue type or service,
- the colour representing each term,
- the terms that are included in any of the pre-defined templates Queue situation and Agent situation.
| Curve or area colour | Included in template | Incoming IVR calls  |
Incoming chat  |
Incoming email  |
Outgoing calls callback  |
Outgoing calls campaign   |
|---|---|---|---|---|---|---|
|
Queue situation | Longest queue time. | Not available | |||
|
Queue situation | Received contacts.
The number of received IVR calls during the period. |
Received contacts.
The number of received chats during the period. |
Received contacts.
The number of received emails during the period. |
Received contacts.
The number of received callback calls during the period. |
Not available |
|
Queue situation | Contacts in queue.
Average value for the number of IVR calls in queue during the period. |
Contacts in queue.
Average value for the number of chats in queue during the period. |
Contacts in queue.
Average value for the number of emails in queue during the period. |
Contacts in queue.
Average value for the number of callback calls in queue during the period. |
Not available |
|
Queue situation | Average value queue time.
Average value for queue time during the period. |
Not available | |||
|
Lost contacts.
Number of lost IVR calls during the period. |
Not available | Lost contacts.
Number of lost callback calls during the period. |
Not available | ||
|
Abandoned contacts.
Number of IVR calls hung up before delivery during the period. |
Abandoned contacts.
Number of chats hung up before delivery during the period. |
Not available | |||
|
Escalated contacts.
The number of IVR calls escalated during the period. |
Escalated contacts.
The number of chats escalated during the period. |
Not available | Escalated contacts.
The number of callback calls escalated during the period. |
Not available | |
|
Agent situation | Paused agents.
Average value for number of paused agents during the period. |
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|
Agent situation | Ready agents.
Average value for number of ready agents during the period. |
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|
Agent situation | Agents in contact/wrap-up.
Average value for number of agents in contact during the period. Applies to agents in status call or wrap-up. |
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|
Agent situation | Available agents.
Average value for number of available agents during the period. This value is the total of number of ready agents and number of agents in contact. |
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|
Established/ reestablished contacts.
The total of number established and reestablished IVR calls during the period. |
Established/ reestablished contacts.
The total of number established and reestablished chats during the period. |
Established/ reestablished contacts.
The total of number established and reestablished emails during the period. |
Established/ reestablished contacts.
The number of delivered callback calls during the period. |
Established/ reestablished contacts.
The number of campaign calls made during the period. |
|
|
|
Not available | Number of silent calls during the period. | ||||
|
Not available | Number of campaign calls answered by customer during the period. | ||||