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 120 answered queue calls — the rest may under-count "not answered".

Active agents

of 7 on rosters

Calls answered

175

91.6% answer rate

Not answered

of 191 offered

Total talk time

7h10m

avg 2m27s 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	38h13m	45	38	7	84.4%	8s	1h37m	2m34s	1.0
Marcus Webb ext 102 See call log →	Emergencies Bookings & Service	41h47m	39	37	2	94.9%	8s	1h44m	2m48s	0.9
Sanjay Patel ext 104 See call log →	Emergencies Bookings & Service	37h16m	30	29	1	96.7%	8s	1h02m	2m10s	0.8
Bree Callahan ext 103 See call log →	Emergencies Bookings & Service	36h33m	28	25	3	89.3%	8s	1h01m	2m27s	0.7
Darren 'Dazza' Woolcock ext 106 See call log →	Bookings & Service Office	22h15m	21	20	1	95.2%	8s	46m07s	2m18s	0.9
Chloe Martin ext 105 See call log →	Bookings & Service Office	41h54m	19	17	2	89.5%	8s	37m22s	2m11s	0.4
Kev Barnes ext 107 See call log →	Office	0s	9	9	0	100.0%	8s	20m50s	2m18s	0.0