Queue performance overview - polled greater than total calls

[kipling]

Struggling to understand how the unanswered polls could be greater than total amount of received calls to the queue, given it hasboth ring time and maximum queue time of 30 seconds. Unanswered goes to a different queue.

Can someone explain this?

 

[TheodorosG_3CX]

This hows the unanswered polling attempts to the agent and not for the queue.
Meaning that in the 93 received calls to the queue the agents had this amount of polling attempts.
Every 20 seconds this timeout and there is a new polling until the call reach the Queue Wait Time and route to the destination if no answer.

 

[kipling]

The 'Ring Time' and 'Maximum queue wait time' are both set to 30 seconds.

The 'destination if no answer' is a different queue.

 

[TheodorosG_3CX]

Did the agents declined the calls upon polling?

 

[Alphabetic]

Did the agents declined the calls upon polling?

^This

Weve found that if agents do not have a sufficient wrap up time (they need to make a call after a call but cant due to incoming call) they repeatedly press reject. This will push up that number.

 

[kipling]

^This

Weve found that if agents do not have a sufficient wrap up time (they need to make a call after a call but cant due to incoming call) they repeatedly press reject. This will push up that number.

Thanks for the suggestion - will check this with the agents.