What are Stat Boxes?
Stat Boxes display live call statistics through the User Console and Phonebar. You can choose which Stat Boxes (if any) are displayed for you via the settings
Stat boxes are either a live figure (i.e. Ringing Now/Current Longest Q), an average (e.g. Avg Q last hour/Average Talk Time) or a daily count, which resets at midnight (e.g. Answered Today/Missed Today). They reflect the calls for the whole surgery, not the individual queues
Please note: for multi-site services, the Stat Boxes will display call data for all sites in one figure
The following Stat Boxes are available:
Available Users: the number of Users currently logged in and available to take calls
Ringing Now: the number of calls targeting Users at that current time
Queued Now: number of calls currently queuing
Current Longest Q: Longest time of current queuing call at the front of the queue
Inbound Today: total number of inbound calls today
Answered Today: total number of calls answered today
Missed Today: total number of calls missed today
Missed calls are calls that could have been answered by a staff member because it either targeted a user directly or joined a queue for a distribution group, but the call was not connected (answered)
Abandoned Today: total number of abandoned today
Abandoned calls are calls that your staff had no chance of answering as they either did not target a user directly or did not enter a queue for a group of users
Outbound Today: total number of outbound calls made today
Average Talk Time: Average time spent on calls
Q under 1 min: Number of callers currently queuing for under 1 minute
Q 1 min to 5 min: Number of callers currently queuing between 1-5 minutes
Q 5 min to 10 min: Number of callers currently queuing between 5-10 minutes
Q over 10 min: Number of callers currently queuing for over 10 minutes
Avg Q Last Hour: Average queue length in the last hour
Q Callback Now: the number of Patient Callbacks queuing
Longest Q Callback: Patient Callback longest time in the call queue
Stat Boxes in the Phonebar
Stat Boxes can be viewed in the Phonebar via the Service Control Window
Click on the Stat Boxes tab to view the current call statistics
To configure which Stat Boxes are displayed in this window, navigate to the Phonebar Settings Stat Boxes Tab
Toggle each stat to On or Off, depending on whether you want to view this
You can also choose whether the Stat Box Window opens automatically when the Phonebar is launched
For more information, see our Service Control Window Help Guide here
Stat Boxes in the User Console
Stat Boxes are displayed at the bottom of the User Console
To choose which Stat Boxes are displayed, navigate to the User Console Settings
Select Stat Boxes
Toggle each stat to On or Off, depending on whether you want to view this
