| Scenarios | Real-time Stats | Historical Stats |
|---|---|---|
| Call is received on Queue A and connected to Agent A | Queue A: Calls Received = 1 Calls Answered = 1 | Queue A: Calls Received = 1 Calls Answered = 1 |
| Call is received on Queue A, got RONA on Agent A, and got Abandoned | Queue A: Calls Received = 1 Abandoned = 1 Answered = 0 | Queue A: Calls Received = 1 Abandoned = 1 Answered = 0 |
| Call is received on Queue A and Blind-transferred from Agent A to Agent B of Same Queue via Extension (Agent B accepts the call) | Queue A: Calls Received = 1 Calls Answered = 1 | Queue A: Calls Answered = 1 |
| Call is received on Queue A and Blind-transferred from Agent A to Agent B of Same Queue via Extension (Calls gets Abandoned before Agent B Answer the call) | Queue A: Calls Received = 1 | Queue A: Calls Received = 1 |
| Call is received on Queue A and Blind-transferred from Agent A to Agent B of Same Queue via Queue DN (Agent B accepts the call) | Queue A: Calls Received = 2 | Queue A: Calls Received = 2 |
| Call is received on Queue A and Blind-transferred from Agent A to Agent B of the same Queue via Queue DN (Calls gets abandoned before Agent B Answer the call) | Queue A: Calls Received = 2 | Queue A: Calls Received = 2 |
| Call is received on Queue A and Blind-transferred on the agent of Queue B via Extension (Agent B accepts the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | Queue A: Calls Received = 1 Queue B: Calls Received = 0 |
| Call is received on Queue A and Blind-transferred on the agent of Queue B via Extension (Calls gets Abandoned before Agent B Answer the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | Queue A: Calls Received = 1 Queue B: Calls Received = 0 |
| Call is received on Queue A and Blind-transferred on the agent of Queue B via Queue DN (Agent B accepts the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 |
| Call is received on Queue A and Blind-transferred on the agent of Queue B via Queue DN (Calls gets Abandoned before Agent B Answer the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 |
| Call is received on Agent A of Queue A and Consult-transferred to Agent B of the same Queue via Extension (Agent B accepts the call) | Queue A: Calls Received = 1 | Queue A: Calls Received = 1 |
| Call is received on Agent A of Queue A and Consult-transferred to Agent B of the same Queue via Queue DN (Agent B accepts the call) | Queue A: Calls Received = 2 | Queue A: Calls Received = 2 |
| Call is received on the agent of Queue A and Consult-transferred on the Agent of the Queue B via Extension (Agent B accepts the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | Queue A: Calls Received = 1 Queue A: Calls Received = 0 |
| Call is received on the agent of Queue A and Consult-transferred on the Agent of the Queue B via Queue DN (Agent B accepts the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 |
| Call is received on Agent A of Queue A and Conference is made to Agent B of Queue A via Extension | Queue A: Calls Received = 1 | Queue A: Calls Received = 1 |
| Call is received on Agent A of Queue A and Conference is made to Agent B of Queue A via Queue DN | Queue A: Calls Received = 2 | Queue A: Calls Received = 2 |
| Call is received on Agent A of Queue A and Conference is made to Agent B of Queue B via Extension | Queue A: Calls Received = 1 Queue B: Calls Received = 0 | Queue A: Calls Received = 1 Queue B: Calls Received = 0 |
| Call is received on Agent A of Queue A and Conference is made to Agent B of Queue B via Queue DN | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 |
| Call is received on Queue A, got RONA on Agent A, and got Dequeued for Queue B (Agent B answered the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 |
1 | ||
| Call is received on Queue A, got RONA on Agent A, and got Dequeued for Queue B (Calls gets Abandoned before Agent B Answer the call) | Queue A: Calls Received = 1 Queue B: Calls Received = 1 | Queue A: Calls Received = 1 Queue B: Calls Received = 1 |
| Call is received on Queue A, got RONA on Agent A, and got Requeued | Queue A Calls Received = 1 Calls Answered = 1 Calls Abandoned = 0 | Queue A Calls Received = 1 Calls Answered = 1 Calls Abandoned = 0 |