Feature coming soon

Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View
  • Routing > Queue > View

The Queue Routing Performance summary view provides insights about the types of routing such as preferred agent routing, Bullseye routing, standard routing, and conditional group routing, and the routing rings used while answering the interactions. This view also provides insights on the number of calls that are waiting, answered, abandoned, or transferred on a queue by routing rings/rules configured under preferred agent routing/Bullseye routing. The administrators can use the insights to understand how a particular routing strategy is performing for a specified queue and can take timely corrective actions.  

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

  1. Click Performance > Workspace.
  2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To see current and past queue routing metrics and data, click Performance > Workspace > Contact Center > Queue Routing Performance. Customize the view with filters and column controls.

To export the data in the view, click Export .

To save the view with your filter and column settings, click Save .

This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh .

Customize the view

To show only specific data, customize the queue routing performance summary view. For example, you can show only specific columns or filters to see certain types of interactions. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view. 

Filter by queues to populate the summary row with aggregate data about those queues.

Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .

To show or hide topic columns, click the Pick columns icon on the right side and then search or scroll to select the columns you want to view. 

To rearrange topic columns, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 topic columns.

For more information about the metrics shown in the columns, see the Available Columns section in this article.

To customize analytics views, use the date filter.

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks. 

To use a preset to filter metrics, complete the following steps:

  1. To display the date filter, click the date.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
Current interval Shows data for the current 30-minute time period.
Today Shows data for the time period that includes the current interval.
Yesterday Shows data for the previous day.
This week Shows data for a Sunday through Saturday time period.
Last week Shows data for the previous week, Sunday through Saturday.
Previous 7 days Shows data for the previous seven days.
This month Shows data for the current month, with no extra days.
This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Previous 3 months Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Interval Shows data for a 30-minute time period.
Day Shows data for a single 24-hour day.
Week Shows data for a Sunday through Saturday time period.
Month Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

To use a custom date range to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. Select a start date and an end date on the calendar, and click the filter arrow .

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

  1. To filter by media type, click the Filter icon Filter button.
  2. Select the media type. 

Notes:
  • When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.
  • You cannot select the voice and callback types at the same time.
  • If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
  • The available media types may vary from those shown above.

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

    To enter names of queues you want to view, click the Filter queue(s) search icon . Enter the name of the queue and select the queue from the search results. You can continue to enter and select additional queues to add to the view.

    Filter by selecting multiple queues

    You can select multiple queues to filter by. 

    1. In the queue's row, select the check box.
    2. Continue selecting queue check boxes to add to filters. 
    3. Click Add to filters.

    To use the summary row above the queue rows and to see aggregate metrics for multiple queues, search for and select multiple queues. The summary row then shows the aggregate metrics for the selected queues. 

    Note: The summary row can populate aggregate data for up to 50 queues at once.

    Filter Description
    Skills

    Displays metrics for interactions with agents who have the selected skills. 

    Filter for multiple skills at one time by entering other skills and searching again.
    Languages

    Displays metrics for interactions with agents who have the selected languages. 

    Filter for multiple languages at one time by entering other languages and searching again.
    Direction

    Displays information about interactions of the selected directions.

    Whether the interaction was inbound, outbound, or inbound/outbound.
    Initial Direction

    Displays information about interactions with the selected initial direction.

    Whether the interaction was inbound, outbound, or inbound/outbound.
    Routing Requested

    Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out.

    The routing data is relevant beginning September 5, 2020.
    Routing Used

    Displays the routing method that was used to get to the agent who answered the interaction.

    The routing data is relevant beginning September 5, 2020.
    First Queue

    Displays data for the first queue of an interaction. 

    Select the First Queue check box to retrieve queue statistics for only the first queue that the interaction occurred on. 

    Available columns

    Column Column Description
    % Total Answered

    The percentage of the total number of calls answered in a queue level across different categories such as routing used and routing rules.

    Routing Used – The routing used is defined as the actual routing method used for answering an interaction. Shows the number of calls answered across different routing types used and expressed as a percentage of the total number of calls answered in that queue.

    Routing Rule – The routing used is defined as the last routing rule reached before an interaction was answered. Shows the number of calls answered across different routing rules and rings and is expressed as a percentage of the total number of conversations answered for a given routing used.
    Answer 

    A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
    Answer %

    The percentage of offered interactions that an agent answered. 

    Calculated by:  (Answered / Offered) * 100
    Avg Handle

    The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

    Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

    Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete.

    For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.

    In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
    Name Name of the queue.
    Transfer 

    A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 
    Transfer %

    The number of transfers compared to the total number of interactions answered.

    Calculated by: (# of transfers / interactions answered) * 100