Average Call Duration by Queue

Who should read this article: Administrators, Supervisors

Monitor talk time across selected inbound queues.

Introduction

The Average Call Duration by Queue widget displays the average Talk Time for completed calls on each selected Queue, allowing you to monitor and compare queue performance in real time.

This line chart widget updates every 15 minutes during the shift, plotting average call durations in minutes and seconds. Each queue is represented by a different colored line.

Reading the plot

• To view the average value at any point in time for a single queue, hover your mouse pointer over a line to read the tooltip.
• To view the average value at any point in time for all queues, hover your mouse pointer over the white space between lines at the time of interest.

Setup

General tab

On the Average Call Duration by Queue settings panel, General tab, specify a name for the widget to make it easy to know what you are monitoring.

Queues tab

On the Average Call Duration by Queue settings panel, Queues tab, select one or more queues to be displayed in the widget.