Queue Metrics Interval report
The Queue Metrics Interval report displays detailed statistics about multimedia queue activity for one or more queues during a date and time range. This report is similar to the Queue Metrics Interval Export Report, except Queue Metrics Interval Report does not include columns for queue, date, and media type. The Queue Metrics Interval Report also has a Total Hold column, and the Queue Metrics Interval Export Report does not.
Depending on the media type, queue activity includes:
- Interactions offered, answered, and abandoned
- Performance metrics (for example, abandon rate, service level, and average speed of answer)
- Talk time, after call work, and handle time
- Hold and transfer data
The details of the report appear in 30-minute intervals (for example, 08:00 through 08:29). The report sorts the information by the queue name, the date of the interaction, and media type. The report provides totals by day.
For more information about creating a report, see Configure a report.
Reports support multiple media types, such as chat and email, which can affect reports in several ways:
- Fields that do not apply to the interaction type are marked "N/A." For example, emails cannot be placed on hold or abandoned.
- "Talk time" is the standard term for the time that the agent and customer are connected.
- Reports show information for all of the media types that are listed in the report's custom parameters. For example, if a queue only handles voice, but you select chat as a report parameter, the report includes chat statistics. Because the queue does not handle chat interactions, the results are blank.
Run this report to determine whether:
- Some intervals are busier than others.
- An interval meets your expectations for service level or abandon rate.
- There is an increase in talk time or after call work.
- Transfer rates remain consistent.
For example, a manager considers the following questions when this report shows that the service level does not meet expectations during four consecutive intervals:
- Was the volume of interactions during these intervals higher than expected?
- Did we plan for more interactions during this interval, or was this an anomaly?
- Was a higher number of agents out sick or on break?
- Did we draft extra resources to cover this time of day?
|Interval||The interval of the metrics.|
The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
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.
The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
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
|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.
Note: In the skill group row, the Service Level target displays a -. To view individual queue service level target values for each queue, click the + to expand the row.
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
Note: In the skill group row, the Service Level % displays a -. To view individual queue service level % values for each queue, click the + to expand the row.
Include Flowouts in Calculation
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
Include Short Abandons in Calculation
Admins can also choose to include short abandons in the calculation. For more information, see Configure the service level calculation. If you include short abandons, 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 short abandoned interactions) *100.
Include Abandons in Calculation
The default service level calculation includes abandoned interactions. Admins can also choose to exclude abandons in the calculation. For more information, see Configure the service level calculation. If you exclude abandons, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions) *100.
|ASA (Average Speed of Answer)||
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
The average number of seconds spent interacting on a media type.
Calculated by: Total Talk time / Count of interactions with Talk time
|Avg ACW (After-call work)||
The average amount of time agents spent completing after-call work.
Calculated by: Total ACW / Interactions with ACW
|AHT (Average Handle Time)||
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 some cases, as after-call work overlaps with talk time or hold time, this sum of cumulative metrics represented in Total Handle may not be the same as the tHandle metric, which eliminates any overlap.
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.
The number of transfers compared to the total number of interactions answered.
Calculated by: (# of transfers / Interactions Answered) * 100
The cumulative hold time for all interactions.
The average number of seconds that interactions were placed on hold.
Calculated by: Total Hold Time / Count of interactions with holds