The Callis ACD (Automated Call Distribution) Queue is a call center management tool that allows customers to monitor phone activity on a live basis. Our ACD Queue delivers real-time inbound/outbound call stats that can be monitored through a web-based application. It displays a live view of current calls, queued calls, agents assigned to queues, and their current status.

The ACD Queue also offers a reports page that provides users with statistics for the queue. The reports page displays a date range searchable table of both queue and agent statistics in addition to a listing of all calls and abandon calls.

The Queue statistics will show a by day table of the following statistics: 

• Date
• Total calls Handled
• Abandoned Calls
• Inbound Queue Calls
• Abandon %
• Avg. Talk time for calls
• Total talk time
• Avg. Hold time (average time agents placed caller on hold)
• Avg. wait time (waiting in queue)
• Max wait (longest wait in queue)

The Agent Statistics table will include total statistics for agents according to your date range.  For example if you select a date range of 1 week the agent stats will be for that week. 

• Name
• Phone
• Outbound calls
• Inbound calls
• Non Queue Time – amount of time not logged into the Queue
• Available time – amount of time logged into the queue
• Avg. Talk time
• Total Talk time