# 電話

##  **電話佇列狀態**

![](/files/-MeY7v4OmgUGcZceQCEE)

<table data-header-hidden><thead><tr><th width="164">名稱</th><th>描述</th></tr></thead><tbody><tr><td>名稱</td><td>描述</td></tr><tr><td>等候中</td><td>目前客戶在該電話<strong>佇列</strong> (Queue) 的總數量。</td></tr><tr><td>最長等候</td><td>當日客戶最長等待時間。</td></tr><tr><td>接聽</td><td>「接聽」欄位表示當前此 DN 中實際接聽通話的數量。</td></tr><tr><td>忙線</td><td>目前在此 DN 中狀態為「忙線中」的專員數量。在部分話務設定下，例如專員所屬的自動話務分派群組(ACD Group)有關聯多個 DN，所關聯的 DN 忙線數字都會增加，如同就緒、尚未就緒等。</td></tr><tr><td>就緒</td><td>狀態為「就緒」的專員數量。</td></tr><tr><td>未就緒</td><td>狀態為「未就緒」的專員數量。</td></tr><tr><td>登入</td><td>有登入電話系統的線上專員數量。</td></tr><tr><td>SLA</td><td>20 秒內接聽的數字／總進線數＝SLA服務水平 (%)</td></tr><tr><td>客戶平均等待</td><td>客戶在電話佇列 (Queue) 之中的平均等待時間。</td></tr></tbody></table>


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