WebEx Calling widgets – Queue performance (High Level)
Definition
This widget provides an overview of queue performance and call handling outcomes. It displays the predefined Queue Name alongside the total Call Count, showing how many calls were presented to each queue. Call outcomes are categorised to identify how calls were handled, including those Answered by an Agent, Abandoned by the Caller, Transferred to Voicemail, Overflowed to another Queue, or recorded as Unknown where no definitive outcome was captured. The report also highlights queue and agent performance by showing the maximum and average agent talk time, as well as the maximum and average queue waiting time, allowing for clear visibility of both call handling efficiency and customer wait experience. Ordered by the busiest Queue first.
Output list
Queue Name – The name of the queue as predefined in the network endpoints configuration.
Count(Call Count) – The total number of calls handled by the queue.
Unknown – Calls where the outcome status is unknown. These calls are grouped into this category.
Agent Answered – The total number of calls answered by an agent.
Caller Abandoned – The total number of calls abandoned by the caller while in the queue.
Transfer To Voicemail – The total number of calls transferred to voicemail.
Overflow Out – The total number of calls that exceeded the queue time limit and overflowed to another queue.
Maximum(Agent Duration) – The longest talk time recorded for a single call handled by the queue.
Average (Agent Duration) – The average talk time for calls handled by agents in the queue.
Maximum(Queue Duration) – The longest time a single call spent waiting in the queue.
Average(Queue Duration) – The average time calls spent waiting in the queue before being answered or handled.
Sample output
Widget definition
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