キューのステータスをモニタリングする方法

1. Click on A.C.D. --> view queues
2. All queues are displayed.  An explanation of each column follows:

Del: Delete the queue.  You should remove all agents from the queue before you delete it to ensure that no settings linger within the system's configuration files.

Name: the name of the queue

Hold: the number of callers currently holding in the queue

Hold Time: the cumulative hold time of all callers currently holding in the queue.  When you clear queue stats (located at the bottom left-hand corner of the Admin Panel), this value returns to zero

Comp.: the total number of completed calls (e.g. calls that were answered by an agent) since the queue's stats were last cleared

Aband.: the total number of abandoned calls (e.g. calls that reached the maximum hold time specified in the queue's configuration or when a caller hung up before an agent answered the call regardless of the total time the caller was holding) since the queue's stats were last cleared

Queue Agents: the extension and name of each ACD Agent on a per-queue basis

All stats cleared ~ : the date and time when all queue stats were last cleared

You can use the Search box at the top right-hand corner of the queues section in order to quickly narrow down the list of visible queues.  This feature is particularly useful for larger call centers that may have dozens of queues.