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Number of Calls in Queue

Definition

The number of calls currently in queues in the entire contact center or for a particular service.

This statistic includes interactions derived from transfers.

Calculation

For the contact center:

For Ivanti Voice increments the value of this statistic when an interaction changes to the Queued state. Ivanti Voice decrements the value of this statistic when an interaction changes from the Queued state to any other state.

For a service:

Ivanti Voice increments the value of this statistic when an interaction associated with the selected service changes to the Queued state. Ivanti Voice decrements the value of this statistic when an interaction associated with the selected service changes from the Queued state to any other state.