The number of calls that are in the queue, waiting to answered by an available agent. This value is followed by the longest hold duration of a call in the queue (in parentheses). 

For example, the value 3(01:05) indicates that three calls are in the queue, one of which has been in the queue for one minute and five seconds, while the others have been in the queue for less than one minute and five seconds.

The method of pacing calls within a set period of time. The pacing methods are: Abandon rate, #/Agent (number of lines per agent) , or Max CIP (maximum calls in progress). For example, for the #/Agent pacing method, you can define a throttle value of 15 and the maximum wait time of 1minute.  See Specifying the Pacing Method for additional information. 

The limit for the pace method (for example, allowed abandonment rate, maximum number of lines per agent, or maximum number of calls in progress). For example, you can define the pacing method as #/Agent , and the Throttle value as 15.

The maximum amount of time that an outbound or inbound call can be placed on hold.

• For example, the value 00:30 indicates 30 seconds. Similarly, the value 01:30 indicates 1 minute and 30 seconds.
• For more information, see the Specifying a Pacing Method section.

The number of calls that are being handled by agents, along with the number of agents who are signed into the service. 

The value 4/8* indicates that four active calls are with agents and eight agents are signed into the service.

The following options are available:

#/Agent: This method sets the line usage based on the number of lines dialed for each agent in the Ready state.

Abandon Rate: This method sets the line usage based on the number of abandoned calls versus the number of calls that are connected to agents. LiveVox then determines the optimal time to launch calls to achieve the targeted abandon rate.

Max CIP: This method sets the line usage based on the number of lines to be dialed, regardless of the number of agents who are signed into the service or are in the Ready state.

Note: You must use this pacing method only for an unattended service. 

Determines how the pacing method is applied. By default, this field contains a value determined by LiveVox. However, you can modify the limit for each pacing method upward or downward to enable more calls to be launched (rapid dialing) or limit the number of calls that can be launched, respectively.

• If multiple calls are on hold or the hold duration is high, you might need to decrease the pacing throttle.
• If agents who are in the Ready state are waiting for a call for a long time, you might need to increase the pacing throttle.
• If the count of abandoned calls exceeds the required threshold and more than 10 agents are available, change the pacing method to Abandon Rate and then specify the required throttle.
• If the count of abandoned calls exceeds the required threshold and less than 10 agents are available, continue using the #/Agent pacing method and then decrease the throttle.

If the pacing method is #/Agent, this field indicates the maximum number of  calls to be launched for every available agent.

• If the value in this field is 10, and if five agents are in the Ready state, 50 calls are launched.

If the pacing method is Abandon Rate, this field indicates the allowed abandonment rate for calls.

• If the value in this field is 5, the allowed abandonment rate is 5%.  

If the pacing method is Max CIP, this field indicates the maximum number of calls to be launched, regardless of the number of available agents.

• If the value in this field is 50, 50 calls are launched.

The maximum amount of time that an outbound or inbound call can be placed on hold. By default, when a call exceeds this value, a message is played to the customer and the call is terminated. You can define how you want to handle a call that exceeds this value by using the Contact Flow feature (for example, post-call survey, self-service payment, or voicemail).