Calls Queued

Definition

For the contact center - The number of calls put into queues during the monitored period.

For a service - The number of calls associated with the selected service put into queues during the monitored period.

This statistic excludes interactions derived from transfers.

Calculation

When an interaction changes to the Queued state, Ivanti Voice increments the value of this statistic for both the entire contact center and the service associated with the interaction.