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 open the Queues Activity Summary view and see real-time statistics for all queues at the same time, click Performance > Workspace > Contact Center > Queue Activity. This view updates in real time. If the data does not appear to update in real time, click Refresh to resync the view. 

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

Access other views from the Queues Activity Summary view:

For more information about seeing statistics for only the queues you are a member of, see My Queues Activity view.

Customize the view

Customize the Queues Activity Summary 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 you leave and return to a view. You can also save your filter and column settings as a saved view to switch between different data of interest in the same view. 

  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.

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

To show or hide columns:

  1. Click the Pick columns icon on the right side. The Add/Remove Column pane appears.
  2. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z
  3. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
  4. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle. Click the image to enlarge.

    Sort by options that appear when you add or remove column
  5. Search or scroll to select the columns you want to view.
    Note: You can also use keyboard navigation to choose the columns.
  6. Click Save. The selected columns appear on the screen.
    Note: The column selections appear only after saving the changes and do not apply to the table immediately.

      To rearrange the 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 columns.

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

      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 collapse or expand the summary row in the view, to the right of the summary row, click Collapse  or Expand 

      Note: The summary row can populate aggregate data for up to 50 queues at once. Due to technical limitations, Genesys Cloud does not display aggregate data for user routing statuses in the summary row. Instead, those columns display N/A.

      Available information

      Your customizations determine which columns the view shows.

      Interactions

      Column Description
      Interactions

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

      Longest Interacting The amount of time that the longest interacting interaction has been interacting for each media type.
      Longest Waiting The amount of time that the longest waiting interaction has been waiting in queue for each media type.
      Name The name of the queue.
      Waiting 

      The number of interactions that waited in the queue.

      Performance

      Column Description

      ACW

      The number of times after-call work (ACW) was completed. 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. 

      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 the 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 Answered (tAnswered Sum) / Answered Count (tAnswered Count)

      Note: Raw values are provided in milliseconds.

      Abandon

      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.

      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

      Abandon - No Short

      Number of abandons excluding the short abandons.

      Abandon - No Short %

      Percent of abandons excluding the short abandons.

      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 ACW

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

      Calculated by: Total ACW / Interactions with ACW

      Avg Abandon 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.

      Avg Flow Out

      The average amount of time an interaction spends in queue before it flows out.

      Calculated by: Total Flow Out Time / Count of interactions with flow-outs

      For more information, see Queues Performance Summary view.

      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 average handle column using cumulative counts rather than averages.
      Avg Hold

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

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

      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 Wait

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

      Calculated by: Total Wait Time / Interactions

      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

      Handle

      The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

      Hold

      The number of interactions with holds.

      Max ACW

      The maximum amount of time spent on after call work for the selected interval.

      Max Abandon

      The maximum time of an abandoned interaction for the selected interval.

      Max Contacting

      The maximum 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.

      Max Dialing

      The maximum amount of time an outbound interaction spends dialing a contact.

      Max Flow-Out

      The maximum amount of time an interaction spends in queue before it flows out.

      For more information, see Queues Performance Summary view.

      Max Handle

      The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

      Max Hold

      The maximum amount of time spent on hold for the selected interval. 

      Max Talk

      The maximum amount of time spent interacting for the selected interval.

      Max Wait

      The maximum amount of time spent waiting in queue for the selected interval. 

      Met SLA

      Number of interactions that met the defined service level.

      Min ACW

      The minimum amount of time spent on after call work for the selected interval.

      Min Abandon

      The minimum time of an abandoned interaction for the selected interval.

      Min Contacting

      The minimum 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.

      Min Dialing The minimum amount of time an outbound interaction spends dialing a contact.

      Min Flow-Out

      The minimum amount of time an interaction spends in queue before it flows out.

      For more information, see Queues Performance Summary view.

       

      Min Handle

      The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

      Min Hold

      The minimum amount of time spent on hold for the selected interval.

      Min Talk

      The minimum amount of time spent interacting for the selected interval.

      Min Wait

      The minimum amount of time spent waiting in queue for the selected interval.

      Offered

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

      Outbound

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

      Outbound Attempt

      Attempted outbound interactions for Dialer campaigns.

      Over SLA

      Number of interactions that were over the defined Service Level.

      Service Level %

      Service level target is a contact center performance statistic expressed as “X percent of conversations 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 DNIS Performance Summary view, the Service Level % is calculated by queue and will display as a – on the DNIS group row.  To view individual queue service level %, click the + to expand the row.

      The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is:

      service level calculation

      Number of Conversations Answered within SLA

      The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold.   

      Calculated by:  (Answered Count – SLA Violation Count) 

      Total Number of Conversations

      The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations.

      • Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation.
      • Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator.
      • Include Abandons in Calculation: Abandons are conversations where the waiting party disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. 

      As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is:

      service level calculation formula

      Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.

      Short Abandon

      Number of interactions that were short abandoned.

      Short Abandon %

      Percent of interactions that were short abandoned.

      Talk

      The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.

      Total ACW

      The number of times after-call work (ACW) was completed. 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. 

      Total Handle

      The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

      Total Hold

      The cumulative hold time for all interactions.

      Total Talk

      The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.

      Total Wait

      The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.

      Transfer %

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

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

      Voicemail

      Count of voicemails received.

      Wait

      The number of interactions that waited in the queue.

      Agents

      Column Description
      Alerting

      The total number of alerting conversations.

       
      Communicating 

      The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they are on an ACD or non-ACD call. This status only appears if administrators have selected “Block calls when on a non-ACD call (excludes transfers)” within the agent utilization configuration.

      Idle

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

      Interacting

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

      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.

      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.

      On Queue

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

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

      Interpret counts in the Queues Activity view

      In both the 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.