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2003 Sep 09
3
Request for comments on queue statistics
All, I've been doing a lot of work on the Queue application and have some ideas I wanted to get some feedback on. Many people, myself included, have stated their desire for more/better queue statistics. We ought to be able to bring things up to a standard comparable to the established ACD apps. While some basic metrics (completed/abandoned calls, which agents last took a call, etc) can be