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Arrived calls: The number of calls that have arrived in visible queues during their open serving hours
Answered calls: Number of Answered Inbound Calls. Includes only calls answered by the user who was in the queue, not, for example, calls transferred to a callback or another queue.
Unanswered calls: The number of unanswered calls during open service hours
Avg. talk time: Average talk time
Avg. wait time: Average wait time
Reachability %: The percentage of calls answered during open service hours
Service level %: The weighted average percentage of calls answered within a pre-defined time threshold eg. 20 seconds. If the queue does not have a defined service level, these queues will have no effect on the service level calculation.
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Name: Service queue name
Arrived calls: The number of calls arrived during open service hours
Answered calls: Number of Answered Inbound Calls. Includes only calls answered by the user who was in the queue, not, for example, calls transferred to a callback or another queue.
Reachability %: The percentage of calls answered during open service hours
Avg. talk time: Average talk time
Avg. wait time: Average wait time
Service level %: The percentage of calls answered within a pre-defined time threshold e.g. 20 seconds. If the queue does not have a defined service level, this field is empty
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