Precision Queue Today

This real-time report provides visibility of the current call volumes for each precision queue. How many calls are in the queue? How many agents are logged in? How many agents are on a call, available to take a call or not ready? Of the agents on a call, how many are actively talking to the customer, how many have the customer on hold and how many are occupied with wrapping their last call?

This report uses a Precision Queue parameter set. It may be found in the following path: Root > Reports > Voice Reports for Cisco > Real-time.

The report is based on the Precision Queue model and includes the following columns for each precision queue.

In Queue

The number of calls currently queued for the precision queue at the call router.

Logged On

The number of agents currently logged on to the precision queue.

Ready

The number of agents who are currently in a ready state with respect to the precision queue (i.e. a state other than Not Ready or Work Not Ready).

Note: This only includes agents who are routable with respect to the MRD associated with the precision queue.

Not Ready

The number of agents who are currently in a not ready state with respect to the precision queue (i.e. a state of Not Ready or Work Not Ready).

Hold

The number of agents from the precision queue currently with all active calls on hold.

Talking In

The number of agents in the precision queue currently talking on an inbound call.

Wrap

The number of agents in the precision queue currently in a Wrap state.

Busy Other

The number of agents who are currently in a Busy Other state with respect to the precision queue.