The second view displays minimum, average, and maximum times for:
answered in. How long it took an agent to answer the call.
abandoned. How soon a caller abandoned the call.
talk handle time. How long the caller was connected to the agentthe agent spent handling the call. The handle time includes connected time and wrap time.
total call. How long it took for an agent to answer the call plus the actual talk handle time.
The values are outlined in green, amber, or red according to the thresholds of the queue. For information on queue thresholds, see Editing queue thresholds.