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

Active agents

of 7 on rosters

Calls answered

906

93.5% answer rate

Not answered

of 969 offered · +5 rang while logged out

Total talk time

37h47m

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	198h25m	239	214	25	89.5%	8s	8h59m	2m31s	1.1
Marcus Webb ext 102 See call log →	Emergencies Bookings & Service	197h13m	184	173	11 +5 logged out	94.0%	8s	7h49m	2m42s	0.9
Sanjay Patel ext 104 See call log →	Emergencies Bookings & Service	194h28m	151	148	3	98.0%	8s	6h22m	2m35s	0.8
Bree Callahan ext 103 See call log →	Emergencies Bookings & Service	188h33m	138	127	11	92.0%	8s	4h44m	2m14s	0.7
Darren 'Dazza' Woolcock ext 106 See call log →	Bookings & Service Office	130h28m	105	100	5	95.2%	8s	3h56m	2m22s	0.8
Chloe Martin ext 105 See call log →	Bookings & Service Office	197h33m	101	95	6	94.1%	8s	4h12m	2m39s	0.5
Kev Barnes ext 107 See call log →	Office	0s	51	49	2	96.1%	8s	1h41m	2m04s	0.0