My Queues Activity view


Prerequisite

The following permissions:

  • Analytics > Conversation Aggregate > View
  • Analytics > Queue Observation > View 
  • RoutingQueueView 
  • UI > Agent Queue Activity > View 

To see real-time statistics for all of the queues you are a member of, click PerformanceMy Queues Activity. This view displays current metrics and information about your queues, such as the number of waiting interactions, the number of current interactions, and the number of agents on queue.

Customize the view

Customize your My Queues Activity view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain as leave and return to the view. 

To filter by media type, click a media type.

Icon Media Type
All All media types
Voice media type Voice
callback media type Callback 
chat media type Chat
email media type Email
messages media type Messages

To show or hide columns, click  and then select the columns you want to view. 

To rearrange columns, click a column header and drag it. You cannot drag certain columns out of their column group. 

Available information

Your customizations determine which columns the view shows.


Interactions

Column Description
Name The name of the queue.
Waiting 

The number of interactions waiting to be answered. Waiting is calculated by the sum total of the number of interactions waiting.

Interactions

The number of interactions assigned to the queue that agents are currently interacting with.

Performance

Column Description
Service Level %

Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues.

The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

Admins can also choose to include flow-outs in the calculation. For more information, see Configure the service level calculation. If you include flow-outs, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions+ number of flow-outs)*100

Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.

Offered

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

Abandon

The number of interactions where a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

Abandon %

The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

Calculated by: (Abandoned Count / Offered Count) * 100

Flow-Out

Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

Flow-Out %

The percentage of interactions that enter and leave a queue without getting answered by an agent or disconnected. Flow-outs are an indication of customer service level and queue productivity. 

Calculated by: (Flow-out Count / Offered Count) * 100

ASA

The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Time to Answer / Number Answered 

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.


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 average handle column using cumulative counts rather than averages.
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

Transferred

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. 

Avg Wait

The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.

Calculated by: Total Wait Time / Interactions

Avg Talk

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time/ Count of interactions with Talk time.

Avg Hold

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

Avg ACW

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions

Note: ACW for callback interactions is always zero. 

Outbound

This metric represents the number of outbound interactions placed on behalf of queue.

Handle

The total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

Total Handle

The total amount of time agents spend 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)

Total Talk

Amount of time spent interacting on a media type.

Total Hold

The cumulative hold time for all interactions.

Total ACW

The total time spent in after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 
Note: ACW for callback interactions is always zero. 

Hold

The number of interactions with holds.

Agents

Column Description
On Queue

The On Queue metric represents the number of agents that are on queue for a specific queue.

Off Queue

Off Queue represents the number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, or Meeting. Agents in the Out of Office and Offline statuses are not included in this number.

Interacting

The number of agents working with interactions. This number includes agents completing after call work.

Presence Breakdown The number of agents in different presences. For more information, see Presence, status, and activity indicators overview
Communicating 

The agent is on a non-ACD call, and, in relation to agent utilization and call routing, PureCloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so PureCloud does not route new interactions to agents while they on an ACD or non-ACD call. This status only appears if administrators have selected “Include non-ACD conversations” when they configured agent utilization.

Idle

The number of agents who are on queue and available to take interactions but who are not working with interactions.

Not Responding

An agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.

Interpret counts in the My Queues Activity view

In the My Queues view, user statuses and routing statuses sometimes add up to more than the total number of agents in the queue. This situation arises when agents change their user status while working with interactions. 

For example, agents Bob and Alex are each working with an interaction. Bob changes his status to Break, and Alex changes his status to Meeting, but they both still have a chat interaction. In this situation, the view displays “2” in the Off Queue section, but it also displays “2” in the Interacting section.