What is an out-of-queue or overflow call

In the incoming call statistics, you find the notion of calls handled out of queue or overflowed calls.
What does this mean and how to understand your statistics ?

Small operating reminder

When an incoming call arrives, it will first enter a call scenario which defines the actions that the call will follow.
Among the possible actions, “DISTRIBUTE” sends your call to a distribution queue.
As a reminder, a distribution queue will hold your call according to the waiting time you have configured while waiting for one of the assigned users to pick up the call.

How to read the statistics report

The Incoming Calls by Distribution Queue report therefore concerns the statistics of calls sent to a distribution queue. This is why we strongly advise you to use this action.

In this report, you get statistics on calls presented, calls answered, calls abandoned and calls handled out of queue / overflow. Let's see in detail what these statistics correspond to.

Example: scenario 1

Sc 1action distribuer

When an incoming call arrives in the "HOME" scenario, it is first sent to "Distribution Queue #1".
All calls sent to “Distribution queue #1” will be qualified as “PRESENTED”.

 

  • Calls answered

The call is presented in “distribution queue #1”.
When the call is answered by a user during the expected queue waiting time, it is considered “ANSWERED” in the statistics.
 

  • Abandoned calls

The call is presented in “distribution queue #1”. When the caller hangs up the call during the expected waiting time in the queue and before being connected to a user, the call is then considered “ABANDONED”
 

  • Calls handled out of line / Overwhelmed

The call is presented in “distribution queue #1”. If no user picks up within the expected waiting time in the queue, the call leaves the distribution queue and is considered “OVERFLOWED”. The call then moves to the next action in the scenario which in this example is “PLAY A SOUND”.

Example: scenario 2

Sc 2action distribuer

When an incoming call arrives in the "HOME" scenario, it is first sent to "Distribution Queue #1".

  • If users assigned to "Distribution queue #1" are handling the call, the above qualifications apply in your statistical report.
  • If the users assigned to "Distribution queue #1" do not respond, the call moves to the next action of the "HOME" scenario which in this example is to distribute the call to "Distribution queue #2" .

The statistics will then appear differently depending on the filters selected.

  • “Distribution queue n°2” picks up the call

Overall Statistics:
“Distribution queues 1” and
"Distribution queue 2" grouped together

Hfile recu

Search filter on
"Distribution queues 1"

Deborde

Search filter on
"Distribution queues 2"

Deborde repondu

  • “Distribution queue n°2” does not picks up the call

Overall Statistics:
“Distribution queues 1” and
"Distribution queue 2" grouped together

Horsfile

Search filter on
"Distribution queues 1"

Deborde

Search filter on
"Distribution queues 2"

Deborde

  • The caller hangs up while waiting on "distribution queue n°2"

Overall Statistics:
“Distribution queues 1” and
"Distribution queue 2" grouped together

Hfile abandonne

Search filter on
"Distribution queues 1"

Deborde

Search filter on
"Distribution queues 2"

Debode abandon

We therefore see that for 1 call presented, the statistics will be different depending on the filters made on the distribution queues.

A call handled out of queue is a call that has passed through a distribution queue. Its qualification is placed on the “final” queue and can either be answered, abandoned or overflowed.

It is therefore important to filter your calls by distribution queue to obtain precise statistics.

For any questions, contact the Support.