What are the Queue Statistics?
The Queue Statistics keep track of how many calls each agent in a call queue have answered and their total talk time.
Why would I need to reset the Queue Statistics?
This can be critical to reset if agents are newly added to a call queue using any ring strategy that is based on fewest answered or least talk time. Resetting the Statistics puts all agents back to zero.
Resetting the Queue Statistics on a Call Queue
- Login to the bvoip phone system.
- Navigate to the Call Flow drop-down menu.
- Select Call Queues.
- Click Edit for the desired Call Queue.
- Navigate to the Advanced tab.
- Reset the Queue Statistics one of the following ways:
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Manually: Click the Reset call statistics for this queue button.
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Automatic Schedule: Check the box next to Schedule queue statistics reset and set the schedule below.
- The Schedule can be set Daily, Weekly or Monthly (1st Day of the Month).
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Manually: Click the Reset call statistics for this queue button.
- Click Save.
Why would I want weekly or monthly resets?
One example use case we've seen for that is to more “fairly” balance calls between team members, especially when one part of the week is busier than the other. You would likely use this with the Least Talk Time or Fewest Answered ring strategies. This can be especially useful in inbound sales calls, to fairly distribute calls which may result in commission.
Alternatively you can use this to track weekly or monthly KPIs instead of daily, as that can help reduce the amount of time you need to spend in reporting.
It's important to keep in mind that this can be a negative as well. By resetting your queue every week, that means that someone who is on vacation Monday and Tuesday will receive far more calls the rest of the week, which could be a bad thing.