Agent Queue Performance

Derived from the same call rows as the call log, with 3CX's own ring receipts for the calls nobody took and the live phone feed's record of who else rang on the calls a colleague answered. Offered = every call that rang an agent in business hours while they were logged in; answer rate = answered ÷ offered. A call a colleague answered first counts as not-answered for the others who rang. After-hours traffic and calls that rang while the agent was logged out aren't counted. Live feed had a ring record for 0 of 494 answered queue calls — the rest may under-count "not answered".

Active agents

of 7 on rosters

Calls answered

737

93.9% answer rate

Not answered

of 785 offered · +5 rang while logged out

Total talk time

30h50m

avg 2m30s per call

Calls answered per agent

Agent	Queues	Logged in	Offered	Answered	Not answered	Answer rate	Avg ring	Talk time	Avg talk	Calls/hr
Lily Nguyen ext 101 See call log →	Emergencies Bookings & Service	160h11m	196	178	18	90.8%	8s	7h25m	2m30s	1.1
Marcus Webb ext 102 See call log →	Emergencies Bookings & Service	159h36m	147	137	10 +5 logged out	93.2%	8s	6h09m	2m41s	0.9
Sanjay Patel ext 104 See call log →	Emergencies Bookings & Service	157h12m	121	119	2	98.3%	8s	5h18m	2m40s	0.8
Bree Callahan ext 103 See call log →	Emergencies Bookings & Service	151h59m	111	103	8	92.8%	8s	3h43m	2m10s	0.7
Darren 'Dazza' Woolcock ext 106 See call log →	Bookings & Service Office	108h13m	86	82	4	95.3%	8s	3h16m	2m23s	0.8
Chloe Martin ext 105 See call log →	Bookings & Service Office	159h43m	82	78	4	95.1%	8s	3h35m	2m45s	0.5
Kev Barnes ext 107 See call log →	Office	0s	42	40	2	95.2%	8s	1h20m	2m01s	0.0