Statsboards

• Total Inbound Duration
• Total Outbound Duration
• Average Inbound Duration
• Average Outbound Duration
• Total Talk Time
• Average Talk Time
• Answered Call Count
• Missed / Failed Inbound Calls
• Outbound Failed Calls
• Answer Rate %
• Average Time To Answer
• Short Calls Count
• Top Called Numbers
• Top Callers
• Calls By Disposition
• Calls By Direction
• Calls By Answering Extension
• Calls By Hour Of Day
• Calls By Weekday
• Longest Calls
• Queue Entered Calls
• Queue Answered Calls
• Queue Abandoned Calls
• Queue Transferred Calls
• Queue Timeout Calls
• Queue Answer Rate %
• Queue Abandon Rate %
• Queue Timeout Rate %
• Average Queue Wait Before Answer
• Average Queue Wait Before Abandon
• Max Queue Wait Time
• SLA %
• Calls By Queue
• Calls By Agent
• Agent Answered Calls
• Agent Average Talk Time

Total Inbound Duration

The Total Inbound Duration statsboard report adds a reusable card for Total inbound duration. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_METRIC
Metric	Total inbound duration
Data source	Simple CDR
Display	Line or bar chart by selected date bucket.

Calculation

Sum sc_duration for Simple CDR rows where sc_direction is IN.

When To Use

Useful for seeing how much inbound traffic the tenant handled.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Total Outbound Duration

The Total Outbound Duration statsboard report adds a reusable card for Total outbound duration. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_METRIC
Metric	Total outbound duration
Data source	Simple CDR
Display	Line or bar chart by selected date bucket.

Calculation

Sum sc_duration for Simple CDR rows where sc_direction is OUT.

When To Use

Useful for tracking outbound trunk usage and customer-callback workload.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Average Inbound Duration

The Average Inbound Duration statsboard report adds a reusable card for Average inbound duration. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_METRIC
Metric	Average inbound duration
Data source	Simple CDR
Display	Line or bar chart by selected date bucket.

Calculation

Average sc_duration for inbound Simple CDR rows.

When To Use

Helps spot days where inbound calls become longer than usual.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Average Outbound Duration

The Average Outbound Duration statsboard report adds a reusable card for Average outbound duration. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_METRIC
Metric	Average outbound duration
Data source	Simple CDR
Display	Line or bar chart by selected date bucket.

Calculation

Average sc_duration for outbound Simple CDR rows.

When To Use

Helps compare outbound follow-up duration across periods.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Total Talk Time

The Total Talk Time statsboard report adds a reusable card for Total talk time. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_METRIC
Metric	Total talk time
Data source	Simple CDR
Display	Line or bar chart by selected date bucket.

Calculation

Sum sc_billsec for Simple CDR rows in the selected period.

When To Use

Measures real answered conversation time instead of total call setup time.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Average Talk Time

The Average Talk Time statsboard report adds a reusable card for Average talk time. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_METRIC
Metric	Average talk time
Data source	Simple CDR
Display	Line or bar chart by selected date bucket.

Calculation

Average sc_billsec for answered Simple CDR rows.

When To Use

Useful when comparing agent or tenant conversation patterns.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Answered Call Count

The Answered Call Count statsboard report adds a reusable card for Answered call count. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_METRIC
Metric	Answered call count
Data source	Simple CDR
Display	Line or bar chart by selected date bucket.

Calculation

Count Simple CDR rows where sc_billsec is greater than zero or disposition is ANSWERED.

When To Use

Gives a tenant-level answered call volume trend.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Missed / Failed Inbound Calls

The Missed / Failed Inbound Calls statsboard report adds a reusable card for Missed / failed inbound calls. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_METRIC
Metric	Missed / failed inbound calls
Data source	Simple CDR
Display	Line or bar chart by selected date bucket.

Calculation

Count inbound Simple CDR rows that were not answered.

When To Use

Highlights inbound demand that did not reach a successful conversation.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Outbound Failed Calls

The Outbound Failed Calls statsboard report adds a reusable card for Outbound failed calls. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_METRIC
Metric	Outbound failed calls
Data source	Simple CDR
Display	Line or bar chart by selected date bucket.

Calculation

Count outbound Simple CDR rows with failed, busy, no-answer, congestion, or unavailable disposition.

When To Use

Useful for identifying carrier or dialing-quality problems.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Answer Rate %

The Answer Rate % statsboard report adds a reusable card for Answer rate %. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_METRIC
Metric	Answer rate %
Data source	Simple CDR
Display	Line or bar chart by selected date bucket.

Calculation

Answered Simple CDR rows divided by all Simple CDR rows, multiplied by 100.

When To Use

Provides a fast tenant-level service-health indicator.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Average Time To Answer

The Average Time To Answer statsboard report adds a reusable card for Average time to answer. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_METRIC
Metric	Average time to answer
Data source	Simple CDR
Display	Line or bar chart by selected date bucket.

Calculation

Average seconds between sc_start and sc_whenanswered for answered rows.

When To Use

Shows how quickly answered calls are picked up.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Short Calls Count

The Short Calls Count statsboard report adds a reusable card for Short calls count. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_METRIC
Metric	Short calls count
Data source	Simple CDR
Display	Line or bar chart by selected date bucket.

Calculation

Count Simple CDR rows with sc_duration greater than zero and under the configured short-call threshold.

When To Use

Helps detect wrong-number calls, failed conversations, or nuisance traffic.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Top Called Numbers

The Top Called Numbers statsboard report adds a reusable card for Top called numbers. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_TOP
Metric	Top called numbers
Data source	Simple CDR
Display	Top-N bar chart or table.

Calculation

Group Simple CDR rows by sc_dialednum and count each destination.

When To Use

Shows the destinations receiving the most calls.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Top Callers

The Top Callers statsboard report adds a reusable card for Top callers. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_TOP
Metric	Top callers
Data source	Simple CDR
Display	Top-N bar chart or table.

Calculation

Group Simple CDR rows by caller number and caller name, then count calls.

When To Use

Identifies frequent callers or high-volume sources.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Calls By Disposition

The Calls By Disposition statsboard report adds a reusable card for Calls by disposition. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_BREAKDOWN
Metric	Calls by disposition
Data source	Simple CDR
Display	Pie chart, bar chart, or table.

Calculation

Group Simple CDR rows by sc_disposition.

When To Use

Shows the result mix for the selected period.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Calls By Direction

The Calls By Direction statsboard report adds a reusable card for Calls by direction. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_BREAKDOWN
Metric	Calls by direction
Data source	Simple CDR
Display	Pie chart, bar chart, or table.

Calculation

Group Simple CDR rows by sc_direction.

When To Use

Compares inbound, outbound, and local call flow.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Calls By Answering Extension

The Calls By Answering Extension statsboard report adds a reusable card for Calls by answering extension. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_BREAKDOWN
Metric	Calls by answering extension
Data source	Simple CDR
Display	Pie chart, bar chart, or table.

Calculation

Group Simple CDR rows by sc_whoanswered, using Unanswered when empty.

When To Use

Shows where answered calls landed.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Calls By Hour Of Day

The Calls By Hour Of Day statsboard report adds a reusable card for Calls by hour of day. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_BREAKDOWN
Metric	Calls by hour of day
Data source	Simple CDR
Display	Bar chart or table.

Calculation

Group Simple CDR rows by the hour extracted from sc_start.

When To Use

Finds the busiest hours for staffing and routing decisions.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Calls By Weekday

The Calls By Weekday statsboard report adds a reusable card for Calls by weekday. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_BREAKDOWN
Metric	Calls by weekday
Data source	Simple CDR
Display	Bar chart or table.

Calculation

Group Simple CDR rows by weekday extracted from sc_start.

When To Use

Compares traffic patterns across the week.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Longest Calls

The Longest Calls statsboard report adds a reusable card for Longest calls. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	CALLS_TOP
Metric	Longest calls
Data source	Simple CDR
Display	Table by default, with caller, dialed number, disposition, and duration.

Calculation

Sort Simple CDR rows by sc_duration descending and return the configured top-N rows.

When To Use

Finds unusually long calls for review, billing, or quality checks.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Queue Entered Calls

The Queue Entered Calls statsboard report adds a reusable card for Queue entered calls. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_METRIC
Metric	Queue entered calls
Data source	Queue Log
Display	Multi-queue time-series chart.

Calculation

Count distinct queue_log callid values where event is ENTERQUEUE.

When To Use

Shows queue demand over time.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Queue Answered Calls

The Queue Answered Calls statsboard report adds a reusable card for Queue answered calls. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_METRIC
Metric	Queue answered calls
Data source	Queue Log
Display	Multi-queue time-series chart.

Calculation

Count distinct queue_log callid values where event is CONNECT.

When To Use

Shows how many calls were answered by queue members.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Queue Abandoned Calls

The Queue Abandoned Calls statsboard report adds a reusable card for Queue abandoned calls. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_METRIC
Metric	Queue abandoned calls
Data source	Queue Log
Display	Multi-queue time-series chart.

Calculation

Count distinct queue_log callid values where event is ABANDON.

When To Use

Shows caller drop-off before answer.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Queue Transferred Calls

The Queue Transferred Calls statsboard report adds a reusable card for Queue transferred calls. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_METRIC
Metric	Queue transferred calls
Data source	Queue Log
Display	Multi-queue time-series chart.

Calculation

Count distinct queue_log callid values for TRANSFER, BLINDTRANSFER, and ATTENDEDTRANSFER events.

When To Use

Shows how often queue calls are transferred after handling.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Queue Timeout Calls

The Queue Timeout Calls statsboard report adds a reusable card for Queue timeout calls. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_METRIC
Metric	Queue timeout calls
Data source	Queue Log
Display	Multi-queue time-series chart.

Calculation

Count distinct queue_log callid values where event is EXITWITHTIMEOUT.

When To Use

Shows calls leaving the queue due to timeout handling.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Queue Answer Rate %

The Queue Answer Rate % statsboard report adds a reusable card for Queue answer rate %. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_METRIC
Metric	Queue answer rate %
Data source	Queue Log
Display	Multi-queue time-series chart.

Calculation

CONNECT calls divided by ENTERQUEUE calls, multiplied by 100.

When To Use

Measures queue answer effectiveness.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Queue Abandon Rate %

The Queue Abandon Rate % statsboard report adds a reusable card for Queue abandon rate %. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_METRIC
Metric	Queue abandon rate %
Data source	Queue Log
Display	Multi-queue time-series chart.

Calculation

ABANDON calls divided by ENTERQUEUE calls, multiplied by 100.

When To Use

Measures caller abandonment pressure.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Queue Timeout Rate %

The Queue Timeout Rate % statsboard report adds a reusable card for Queue timeout rate %. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_METRIC
Metric	Queue timeout rate %
Data source	Queue Log
Display	Multi-queue time-series chart.

Calculation

EXITWITHTIMEOUT calls divided by ENTERQUEUE calls, multiplied by 100.

When To Use

Shows how often queue timeout routing is used.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Average Queue Wait Before Answer

The Average Queue Wait Before Answer statsboard report adds a reusable card for Average queue wait before answer. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_METRIC
Metric	Average queue wait before answer
Data source	Queue Log
Display	Multi-queue time-series chart.

Calculation

Average completion hold time from COMPLETECALLER and COMPLETEAGENT data1.

When To Use

Shows how long answered callers waited before an agent took the call.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Average Queue Wait Before Abandon

The Average Queue Wait Before Abandon statsboard report adds a reusable card for Average queue wait before abandon. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_METRIC
Metric	Average queue wait before abandon
Data source	Queue Log
Display	Multi-queue time-series chart.

Calculation

Average ABANDON data3 wait time.

When To Use

Shows how long abandoned callers waited before leaving.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Max Queue Wait Time

The Max Queue Wait Time statsboard report adds a reusable card for Max queue wait time. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_METRIC
Metric	Max queue wait time
Data source	Queue Log
Display	Multi-queue time-series chart.

Calculation

Maximum wait time across answered, abandoned, timed-out, and transferred queue events.

When To Use

Highlights worst-case queue waiting time.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

SLA %

The SLA % statsboard report adds a reusable card for SLA %. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_METRIC
Metric	SLA %
Data source	Queue Log
Display	Multi-queue time-series chart.

Calculation

Answered queue calls within servicelevel seconds divided by entered calls, multiplied by 100.

When To Use

Tracks service-level compliance using the queue service level when available.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Calls By Queue

The Calls By Queue statsboard report adds a reusable card for Calls by queue. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_METRIC
Metric	Calls by queue
Data source	Queue Log
Display	Bar chart or table.

Calculation

Count ENTERQUEUE events grouped by queue.

When To Use

Compares traffic among queues in the selected period.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Calls By Agent

The Calls By Agent statsboard report adds a reusable card for Calls by agent. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_AGENT_METRIC
Metric	Calls by agent
Data source	Queue Log
Display	Top-N bar chart or table.

Calculation

Count distinct queue calls with agent-handled events grouped by agent.

When To Use

Shows the busiest queue agents.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Agent Answered Calls

The Agent Answered Calls statsboard report adds a reusable card for Agent answered calls. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_AGENT_METRIC
Metric	Agent answered calls
Data source	Queue Log
Display	Top-N bar chart or table.

Calculation

Count distinct CONNECT events grouped by queue_log agent.

When To Use

Shows answered call distribution among agents.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.

Agent Average Talk Time

The Agent Average Talk Time statsboard report adds a reusable card for Agent average talk time. Use it inside Status > Statsboards when the selected tenant needs this metric on a custom operations board.

Configuration

Field	Value
Statsboard box type	QUEUE_AGENT_METRIC
Metric	Agent average talk time
Data source	Queue Log
Display	Top-N bar chart or table.

Calculation

Average COMPLETECALLER and COMPLETEAGENT data2 grouped by agent.

When To Use

Compares average queue conversation duration by agent.

Notes

• The screenshot is rendered with MiRTA PBX statsboard amCharts and fictional Docs Contact Center data.
• The report follows the date range selected when opening the statsboard.
• Queue reports can be limited to selected queues, or left empty to include all queues for the tenant.