Solved Agent in Queue Statistics - Report explanation request

[Diaa]

I'm hoping to get some clarification on a few metrics in this report. I'd appreciate it if someone could explain:

• Answered per Hour: How is it calculated?
• Ring Time (Mean Calculation): How is the average ring time determined?
• Talk Time (Mean Calculation): Similar to ring time, How is the average talk time calculated?

 

[OlegR_3CX]

Hi there.

Answered per hour will show you the total calls of the last hour.
Mean ring time will be total ring time / total number of answered calls.
Mean talk time will be total talk time / total number of answered calls.

 

[Diaa]

So the answered per hour only for the last hour. Great you make clear now

Thanks

 

[OlegR_3CX]

You are welcome