Closer Report

[ViciUserNeo]

Hi!!!Look this:

---------- CALL STATUS STATS
+--------+----------------------+------------+
| STATUS | DESCRIPTION | CALLS |
+--------+----------------------+------------+
| DROP | Agent Not Available | 3 |
| INCALL | Lead Being Called | 1 |
| NL | NULLA | 2 |
| QUEUE | Lead To Be Called | 6 |
| SALE | SI Appuntamento/Vend | 114 |
+--------+----------------------+------------+
| TOTAL: | 126 |
+-------------------------------+------------+

---------- QUEUE STATS
Total Calls That entered Queue: 52 41%
Average QUEUE Length for queue calls: 45.91 seconds
Average QUEUE Length across all calls: 18.95 seconds

What is the difference between
"QUEUE Lead To Be Called 6 " and
"Total Calls That entered Queue: 52"???

Thank you!!!!

[mflorell]

QUEUE is a lead status of calls that are marked as next to be dialed from the hopper.

"calls that entered queue" means that a call had to wait before it was sent to an agent instead of being sent immediately.

[ViciUserNeo]

Hi Matt! Thank you for answer, but in this case "QUEUE:Lead to be Called" is in the closer report (INBOUND!) Why this leads go into hopper??Thanks!!

[mflorell]

Sorry, well QUEUE can be the status of a call that is being attempted to be sent to an agent, but unless something is wrong with your system or agents close their browsers while transfer is occuring then this should not happen.

[williamconley]

I've also experienced that status with Remote Agents (since they give no feedback, with some versions the leads stay that status forever).

[mflorell]

Yes, with "Remote Agents" the logging is quite basic and not complete or accurate all the time.

[ViciUserNeo]

Thank you!!!