Queues Activity Detail view


Prerequisites

The following permissions:

  • Analytics Conversation Aggregate View
  • Analytics Conversation DetailView
  • Analytics Queue Observation View
  • Directory > User > View
  • Routing > Queue > View
  • UI > Supervisor Queue Details > View 

To activate and deactivate agents:

  • Routing > Queue > Edit

To change an agent’s status:

  • UI > Supervisor Status Control > View

To log an agent out of PureCloud:

  • OAuth > Token > Delete

To Disassociate an agent from a station:

  • Telephony > StationDisassociate

The Queues Activity Detail view allows you to see real-time information about a specific queue. See a queue’s current interactions, agents, and service levels in one view. Check the number of interactions that are waiting or interacting and the status of agents in that queue. Activate or deactivate agents based on need.

To open a queue’s activity detail view, complete the following steps:

  1. Click Performance > Queues Activity.
  2. From the Queues Activity Summary view, click a queue’s name. 

The information in the Queues Activity Detail view updates in real time. The information in the Agent list usually updates in real time, except when you apply an agent filter, such as On Queue or Available status, which stops the Agent list from refreshing. The agent Activate and Deactivate also prevent the auto page refresh. If you have applied an agent filter, to update the Agent list, click Refresh at the top of the page.  

For example, you want to see a list of agents who are on break, so you filter the agent list by the Break status. After you filter the list, an agent who was on break goes back on queue. Until you click Refresh to update the list, the filtered list still includes that agent.  

Notes:
  • Calls that are part of callback appear as a separate interaction from the callback. These interactions appear as two separate interactions.
  • A consult with two agents appears as two separate interactions.
  • The Waiting list and Interacting lists show a maximum of 100 interactions per media type across both lists. If a media type has more than 100 interactions, then the lists display only 50 interactions for that media type. For example, if a queue has 90 waiting calls and 140 waiting chats and you sort it to show the longest waiting and interacting interactions, the Waiting and Interacting lists display all 90 calls but only 50 of the longest waiting chats.
  • The Updated time stamp, at the bottom of the agent panel, indicates the last time the list of agents updated, before applying a filter or clicking Refresh .

Customize the view

Customize the Queues Activity Detail view to show only certain data. For example, you can choose to show only certain columns or filter to see agents in certain statuses. Your customizations remain as leave and return to a view. You can also save your customizations as a saved view to switch between different data of interest in the same view. 


To filter the displayed interactions to see only waiting interactions, click the Waiting statistics section. Queue Activity detail view Waiting filter

To filter the displayed interactions to see only interacting interactions, click the Interacting statistics section. Queues Activity detail view Interacting filter

To stop filtering, click the selected filter again.

To sort the Waiting and Interacting lists by duration, click the Duration column header. Queues Activity Detail view Waiting and Interacting list sorting

In the Waiting list, PureCloud bases duration on the amount of time an interaction has been waiting in the queue.

In the Interacting list, PureCloud bases duration on the amount of time since an agent answered the interaction. 

Note: If you resort the Waiting and Interacting lists by duration, different interactions may appear depending on how many interactions of a media type are in the list. For example, if a queue has 140 waiting chats and you sort the list to see longest waiting interactions, the Waiting list displays the 50 longest waiting chat interactions. If you resort to see the shortest waiting interactions, then the list displays the 50 shortest waiting chat interactions.

To monitor an interaction, select the more menu beside the interaction in the Interacting list.

Then click View Details. 

Queues activity view interaction details

The interaction’s detail page appears. For more information about monitoring an interaction, see Monitor in-progress interactions

To filter the agent list to see only agents who are in a specified routing status, click the routing status above the agent list that you want to filter by. For example, click Not Responding to see only agents who are not responding.

To stop filtering, click the selected routing status again.

Search for and filter agents in the agent list by an agent’s name, skills, or language. 

Note: PureCloud filters the agent list by agents’ ACD skills or languages, not by the skills or languages listed in their profiles. To add an ACD skill or language to an agent, see Manage ACD skills

  1. In the Filter user(s) box, type the name, skill, or language that you want to filter the agent list by. 
  2. From the list that automatically displays, select a category for the keyword. For example, if you want to filter the agent list to show only agents who speak English, type English, then select in Languages
  3. If you want to add more filters, repeat the previous steps. You can filter by multiple skills and languages, but you can only filter by one agent name.
  4. To delete a filter, click X next to the filter’s keyword. 

To filter the agent list by an agent’s status, click the up and down arrows beside the Status column heading. 

Then select a status from the list. To filter by more than one status, select another status.Queues activity status filter

Notes:
  • You can filter by multiple user presence statuses, such as Busy and Meeting, or multiple routing statuses, such as Idle and Not Responding. However, you cannot filter by a combination of presence and routing statuses.
  • When you filter the agent list, the list stops updating automatically. To update the list manually, click Refresh  in the view.

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

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

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

When a user is on multiple conversations, Duration columns can be displayed, horizontally, to show the duration time for the interactions from Shortest to longest, or Longest to shortest. 

To rearrange the Duration columns in the agents list:

  1. Click the Sort icon to the right of the Duration columns in the table header. Sort duration
  2. Select either Shortest to longest or Longest to shortest. Here’s an example.

This setting also applies to the interactions listed below an agent when you view more information about an agent’s activity. 

To see more information about an agent’s current activity, click More details next to that agent’s name. When expanded, the row shows the current activity for each of the agent’s interactions, such as Interacting, ACW, or Hold. It also shows how long the interaction has been in that state.

Queues Activity view expanded agent row

Managers can activate and deactivate agents in queues.

Notes
  • To activate an agent for a queue, the agent must be a member of that queue.
  • To view more information about an agent or activate them for a queue, the agent must be in a division granted to you in the Directory > User > View permission. For more information about divisions and access control, see About access control.

After you activate an agent for a queue, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents can also choose the queues to work themselves.

Activate and deactivate agents to and from queues

  1. Click Performance > Queues Activity.
  2. Select the appropriate queue.
  3. From either the active agents or inactive agents list, click the more menu beside an agent’s name.
  4. Click either Activate or Deactivate to activate or deactivate the agent for the queue.

To change an agent's status, complete the following steps:

  1. Go to PerformanceQueues Activity
  2. Select a queue in which the agent is a member. 
  3. From the queue's activity detail view, hover over the presence dot beside an agent's name. 
  4. To set the agent's status to Off Queue or On Queue, select On Queue or Off Queue. If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available. 
  5. To set the agent's user status, select a status from the status drop-down. If the agent's status is On Queue, selecting a user status also sets them to Off Queue.

      
    Note: You cannot select Out of Office as a status.
  6. If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status.


From the Queues Activity Detail view, hover over the presence dot beside an agent’s name.

To log out an agent, click Log off. If the agent is On Queue, set the agent's status to Off Queue, and then click Log off.

Important: When you log out an agent, all active connections will be ended.


From the Queues Activity Detail view, hover over the presence dot beside an agent’s name.

To disassociate an agent from the station, click Disassociate Station.

Note: Users with Telephony > Station > Disassociate and Directory > User > View are able to disassociate agents from stations even if those agents are not within their divisions.


In both the Queue Activity Summary and Detail views, 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.

Queues Activity example

Available information

The following information is available in the Queues Activity Detail view.


These terms relate to interactions in the queue and are on the left side of the view.

Term Description
Waiting Interactions that are in queue and waiting for an agent to answer them.
Interacting Interactions that an agent has answered and is working on.
Duration

The amount of time since an interaction entered the queue or an agent answered the interaction.  

In the Waiting list, PureCloud bases duration on the amount of time an interaction has been waiting in the queue.

In the Interacting list, PureCloud bases duration on the amount of time since an agent answered the interaction. 

Skills The skills specified for the interaction. 
Routing Whether the system requested a preferred agent during ACD routing for the interaction. Up to 20 agents could be specified for the interaction in preferred agents routing.  If the system did not request a preferred agent, then the column is blank. 
Agent The agent who is working the interaction.
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.

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.

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

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 

These terms relate to agents in the queue and are on the right side of the view.

Term 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.

Presence indicators Indicates the number of agents off queue and in a particular status: green (Available), yellow (Away, Break, Meal, or Training), or red (Busy or Meeting).
Interacting

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

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

This routing status represents agents who are On Queue and able to take interactions but 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.

Agent list columns

Column Description
Agent

The name of the agent in the queue. Click the agent’s name to open that agent’s Performance Detail view.

Note: To view more information about an agent, the agent must be in a division granted to you in the Directory > User > View permission. For more information about divisions and access control, see About access control.

Duration,

Duration 2, and

Duration 3

The amount of time an agent has been working on an interaction. If an agent is working multiple interactions, then PureCloud displays each interaction’s duration in a separate column labeled Duration 2 or Duration 3. 

If the interaction is on hold or in after call work (ACW), then the column also displays the amount of time that the interaction has been in either the hold or ACW state. ACW duration appears beside the ACW icon, and Hold time appears beside the Hold icon. 

The color of the interaction icon and duration time indicates whether the interaction belongs to this specific queue. A black icon means that the interaction belongs to this queue. A gray icon means that the interaction does not belong this queue, for example, the interaction belongs to another queue. 

Interactions The current number of interactions that an agent has, including interactions in Alerting, Interacting, Hold, and ACW. 
Presence Indicates the agent’s presence: green (Available), yellow (Away, Break, Meal, or Training), red (Busy or Meeting), blue (On Queue, Interacting, Not Responding, or Idle), or gray (Offline).
Skills The skills an agent has assigned to them.
Station

Icon that shows if an agent is associated with a station. Hover over the icon to display the Station Name.

This column is not included in an exported CSV file.

Status The agent’s current status.
Time in The amount of time agents have been in their current status.

These icons indicate specific media types throughout the view.

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