Queues Performance Detail view
The following permissions:
- Analytics > Conversation Aggregate > View
- Routing > Queue > View
- UI > Supervisor Queue Details > View
To see survey columns and data:
- Analytics > Survey Aggregate > View
- Quality > Survey Form > View
In the Queues Activity Detail view, see current and past activity and statistics for a specific queue or a group of queues. Customize the view with filters and column controls. Use the bar graphs to view information about statistics relative to the currently selected filters.
You can also view queue metrics based on skill and language groups in the Queue Performance Detail view. For more information, see Skills Performance view.
This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh .
View data for a specific queue
- Click Performance > Queues Performance.
- From the Queues Performance Summary view, select a queue. The Queues Performance Detail view appears with data for that queue.
- To open the Abandon Intervals Metrics view and see more details about the abandoned metric, click the Abandoned statics in the summary row.
- To export the data in the view, click Export .
- To save the view with your filter and column settings, click Save .
- To view data about interactions related to the queue, click the Interaction tab to open the Queues Interactions detail view.
- To view data about the performance of agents who are a member of that queue, click the Agents tab to open the Queues Agents Detail view.
View aggregate data for a group of queues
- Click Performance > Queues Performance.
- From the Queues Performance Summary view in the Filter by queue(s) field, search for and select queues for which you want to see data.
- Near the list of queues you selected, click View as group. PureCloud displays the Queues Performance Detail view with aggregate data for the queues you selected.
- To export the aggregate data in the view, click Export .
- To save the view with your group, filter, and column settings, click Save
- To view data about interactions related to the queues, click the Interaction tab to open the Queues Interactions detail view.
Note: The Offer, Answer %, Abandon %, ASA, Service Level, and Avg Wait columns show metrics for inbound interactions handled in a queue. All other columns show metrics for both inbound and outbound interactions that a queue handled.
Customize the view
Customize the Queues Performance Detail view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. If you return to the Queue Performance Detail view, then your filters and column changes remain. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view.
To use date filters to customize analytics views:
- Click the icon for a date filter.
- Click a view option for the chosen date filter.
The view displays data for the selected date filter.
If the view updates automatically and the selected date filter includes the current interval, then PureCloud refreshes the view every 30 minutes to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.
Day: Shows data for a single 24-hour day.
Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display.
Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.
Week: Shows data for a Sunday through Saturday time period.
Previous 7 days: Shows data for the previous seven days, with today being the seventh day.
Day: Shows data for the exact month with no extra days.
Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.
|Custom date range||Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click|
To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.
To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time.
When each row shows a day, click a row to view that day’s 30-minute intervals.
To view bar graphs for different statistics, click a metric in the header in the Total for period section. For example, click Answer % to view a graph of offered and answered interactions.
- The graphs update every 30 minutes or on page reload: they do not update in real time.
- To see the time period and numbers that the graph represents, hover over a bar in the graph.
- In graphs that show two statistics, the view layers the bar chart instead of stacking it. The view layer graphs to make identifying ratios easy.
- To view more information about the data displayed in a specific column in a bar chart, click the column. The entire view updates to show the details for the time period in the column that you clicked. If the view shows 30-minute intervals, then this option is not available because 30-minute intervals are the smallest unit of time that this view can display.
To filter by media type, click a media type.
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.
To filter by information about the interaction, click the Filter button.
Some metrics are not relevant for all filters. For example, the "offer" metric only applies to queues, not users. If you filter by a user, then the offer column does not include data.
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.
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.
Displays information about interactions of the selected directions.
Displays information about interactions with the selected initial direction.
Displays information for interactions with the selected DNIS numbers.
Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.
Displays information for interactions sent to the selected email addresses.
Displays information associated with the selected users.
Filter for multiple users at one time by entering other users and searching again.
To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.
Displays information for interactions that have the selected wrap-up codes.
Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.
Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message.
Displays metrics for interactions associated with the selected campaigns.
Filter for multiple campaigns at one time by entering other campaign names and searching again.
Displays metrics for interactions associated with the selected contact lists.
Filter for multiple contact lists at one time by entering other contact list names and searching again.
- Real-time updates stop while any filters in the Filters pane are active.
- The skills and languages filters use agents’ ACD skills or languages, not the skills or languages listed in their profiles. To add an ACD skill or language to an agent, see Manage ACD skills.
- When you apply skill or language filters, the view shows the SLA. However, if the SLA is below the target, the view does not show SLA targets and the color does not change.
Your customizations determine which metric columns the view shows.
The name of the queue.
The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
The percentage of offered interactions that an agent answered.
Calculated by: (Answered / Offered) * 100
|Answered (in Answered % column)||
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 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
|Abandoned (in Abandoned % column)||
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.
This metric represents the number of outbound interactions placed on behalf of queue.
Flow-outs are 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. 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.
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
|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
Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs and do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.
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
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.
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.
The average number of seconds spent interacting on a media type.
Calculated by: Total Talk time/ Count of interactions with Talk time.
The average number of seconds that interactions were placed on hold.
Calculated by: Total Hold Time / Count of interactions with holds
The average amount of time agents spent completing after-call work.
Calculated by: Total ACW / Interactions
Note: ACW for callback interactions is always zero.
The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions.
Calculated by: (total dialing time/ total number of dialing segments)
The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
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)
Amount of time spent interacting on a media type.
The cumulative hold time for all interactions.
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.
The total amount of time an outbound interaction spends dialing a contact.
The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
The number of interactions with holds.
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 interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
The number of interactions an agent answered and then consulted with another participant without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.
The number of interactions an agent answered in one queue and then consult transferred. A consult transfer counts for the queue in which an agent answers the interaction.
The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.
The average amount of time before 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.
The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.
The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that PureCloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Sent / Surveys Completed) * 100
The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that PureCloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.
The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.
The number of surveys customers have opened and submitted.
The number of surveys that customers opened but did not submit before the survey expired.
The number of surveys that expired before the customer opened it.
The number of surveys that PureCloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.
|Avg Survey Score||
The average of completed surveys' percentage scores. The average score does not include NPS.
Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100
The Net Promoter ScoreSM (NPS) of completed surveys. The score can range from -100 to 100.
Calculated by (Promoters - Detractors) / number of responses) * 100
For more information about Promoters, Detractors, and NPS, see Net Promotor Score web survey question overview.