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

Active agents

of 7 on rosters

Calls answered

617

93.2% answer rate

Not answered

of 662 offered · +4 rang while logged out

Total talk time

25h30m

avg 2m28s 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	133h07m	165	149	16	90.3%	8s	6h13m	2m30s	1.1
Marcus Webb ext 102 See call log →	Emergencies Bookings & Service	136h48m	125	116	9 +4 logged out	92.8%	8s	5h03m	2m37s	0.8
Sanjay Patel ext 104 See call log →	Emergencies Bookings & Service	130h31m	105	103	2	98.1%	8s	4h29m	2m36s	0.8
Bree Callahan ext 103 See call log →	Emergencies Bookings & Service	129h49m	95	87	8	91.6%	8s	3h16m	2m15s	0.7
Darren 'Dazza' Woolcock ext 106 See call log →	Bookings & Service Office	93h30m	70	66	4	94.3%	8s	2h34m	2m20s	0.7
Chloe Martin ext 105 See call log →	Bookings & Service Office	136h50m	65	61	4	93.8%	8s	2h41m	2m38s	0.4
Kev Barnes ext 107 See call log →	Office	0s	37	35	2	94.6%	8s	1h10m	2m00s	0.0