Smart Queue Report – How are the figures calculated when I click on the ‘Select’ button in the Smart Queue

Smart Queue Report – How are the figures calculated when I click on the ‘Select’ button in the Smart Queue

STATUS	DEFINITION
AVAILABLE	1.     # of Records that are not Completed AND
	2.     # of Records that are not on hold AND
	3.     If Smart Queue Rest Days > 0 then difference between contacts last called and current date is Zero OR difference between contact last called and current date is greater than # of rest days.
COMPLETED	# of Records marked completed via workflow
ASSIGNED	# of Records that are assigned to at least one Account Manager OR Partner Rep.
ON-HOLD	# of Records are marked on hold via workflow
RESTING	if Smart Queue Rest Days > 0 then
	# of Records are not Completed AND
	# of Records are not on hold AND
	Either the # of records where the difference between contact last called date and current date is Zero OR the # of records where the difference between contacts last called data and current date is greater than no of rest days.
UNTOUCHED	# of Records which have not been viewed by any user from any smart queue.

The Smart Queue Call Attempts are the # of Records which have been viewed by any user from any queue.

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