Article 10032: Re-Queued Calls
| Products: | TASKE Contact version 8 |
| Applications: | ACD Monitor |
| Reports | |
| Telephone systems: | Avaya MERLIN MAGIX® |
| Inter-Tel Axxess® | |
| Iwatsu ADIX® APS | |
| Mitel Networks SX-2000® |
PrintSummary
A re-queue occurs when the queue sends an available agent an ACD call, but the agent does not answer. The call is returned to the queue to be answered by the next available agent.
Re-queues are displayed in the ACD Monitor in the Queue Information Report. Click the Info button on the Current States pane of a Queue Panel to display the Queue Information Report, a text-based report that lists queue events and data collection alarm conditions.
To report on how many times calls have been re-queued by an agent run an Agent by Queue daily report. Click the Daily button on the main control panel. Click New to open the properties dialog for a new report template. Select the Content tab. Select Agent from the Resource selection box. Select the agents you want to report on in the list box and click the By Queue button. Click OK on the properties dialog. Click View from the Report Template panel. Select the day or days you want to report on. Click OK. The generated report includes the column ReQs which indicates the number of re-queues an agent had.