The following statistics can be run on a Queue/Skill, Agent, or DNIS.ParameterDescriptionCall VolumeOverall calls per queue, including calls that never made it all the way through the auto attendant.Calls HandledNumber of calls per queue that were answered.Calls OfferedNumber of calls that landed in the queue.Calls to VmailNumber of calls that landed in Vmail after not being answered. Calls forwardedNumber of calls the queue could not handle in the allotted amount of time and were forwarded on.Adjusted Calls Offered(Number of calls offered) - (# Number of calls abandoned in < 10 seconds).Average Talk TimeAverage time agents spent talking to customers, excluding hold time.Average ACWAverage time between the end of the call and when the agent submits the disposition.Average Hold TimeAverage time that a customer was on hold, excluding time in the queue.% Service LevelPercentage of calls answered from the queue within 60 seconds.% Dial TransfersPercentage of calls that landed in the queue and were eventually transfered out to an agent.Abandoned CallsNumber of calls that abandoned the queue before being transfered out to an agent.Adj Abandon CallsNumber of calls abandoned in under 10 seconds.Abandon RateRatio of (abandoned calls) / (calls offered).Adj Abandon RateRatio of (adj abandoned calls) / (adj calls offered).Avg Handle TimeAverage of talk time + hold time + disposition time.Avg Answer SpeedAverage time in the queue for calls that were eventually dispatched to an agent.Available MinutesOverall time that all queue agents were in the Available state.