Queues Performance Summary view


Prerequisites

The following permissions:

  • Analytics Conversation AggregateView
  • AnalyticsData Export All
  • Directory > User > View
  • Routing > Queue > View 
  • UI > Supervisor Queue Details > View

To see survey columns and data:

  • Analytics > Survey Aggregate > View
  • Quality > Survey Form > View

To see current and past metrics and data for queues, click Performance > Queues. Customize the view with filters and column controls.

For more information about a specific queue, click the queue’s name to see its Queues Performance Detail view.

To view aggregate data about a group of selected queues, filter for and select multiple queues and click View as group. PureCloud displays the Queues Performance Detail view with aggregate data for the queues you selected.

To export the data in the view, click Export .

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

This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh .

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 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. If you return to the Queue Summary 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. 


Use the date filter to customize analytics views.

Use Presets to filter metrics by date, or configure a custom date range.

To use a Preset to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
Current interval

Shows data for the current 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

Today Shows data for the time period that includes the current interval.
Yesterday Shows data for the previous day.
This week Shows data for a Sunday through Saturday time period.
Last week Shows data for the previous week, Sunday through Saturday.
Previous 7 days Shows data for the previous seven days.
This month Shows data for the current month, with no extra days.
This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Previous 3 months Shows data for the previous 3 months.
Interval

Shows data for a 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

Day Shows data for a single 24-hour day.
Week Shows data for a Sunday through Saturday time period.
Month Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.
Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

 

To use a custom date range to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. Select a start date and an end date on the calendar, and click the filter arrow.
    Date picker apply

 

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.



  1. To filter by media type, click the Filter icon. Filter button
  2. Select the media type. 

The selected media type icon is displayed above the column headers. 


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.


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 use 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. 

View aggregate data

To view aggregate data about a group of selected queues, filter for multiple queues and click View as group. PureCloud displays the Queues Performance Detail view with aggregate data for the queues you selected.


To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

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.

Interactions filters

Filter Description
Skills

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.

Languages

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.

Direction

Displays information about interactions of the selected directions.

Initial Direction

Displays information about interactions with the selected initial direction.

DNIS

Displays information for interactions with the selected DNIS numbers.

  • Enter only the DNIS number, including the country code. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • Enter the full DNIS number, such as 13172223333. The filter cannot search for a partial DNIS number. 
  • Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS

Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.

  • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • Filter for multiple numbers at one time by entering other numbers and searching again.
To

Displays information for interactions sent to the selected email addresses. 

  • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
  • Filter for multiple addresses at one time by entering other addresses and searching again.
User

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.

Wrap-up

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.

Message Type

Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message.

Has Media

Only shows interactions that have multimedia content. This filter only appears if you set the media type filter to Message

Notes:

  • 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.


To filter by information about the outbound details of the interaction:

  1. Click Filters
  2. Click the Outbound tab.
  3. Search or scroll to select the filter you want to use. 

Outbound filters

Filter Description
Campaign Name

Displays interactions associated with the selected campaigns. When you type a campaign name, the suggested campaigns are displayed with their campaign types, Voice or SMS.

Display interactions for multiple campaigns by entering other campaign names and searching again. 

Contact List

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.


To filter by information about the Altocloud journey details of the interaction:

  1. Click Filter
  2. Click the Journey tab.

Journey filters

Filter Description
Has Customer Journey Data Displays data for interactions that have customer journey data related to Altocloud.
Proactive Displays data for interactions where Altocloud offered a chat during a customer's website visit based on the Altocloud action map settings.   

Available columns

Your customizations determine which metric columns the view shows.

Performance

Column Description
Column Column Description
Queues

The name of the queue.

Offer

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

Answer %

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

Answer (in Answer % 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.

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 (in Abandon % 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.

Outbound

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

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.

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 

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.

In this view, the service level set for the queue appears as a gray number beside the service level percentage for the interval. If the service level percentage for the interval is lower than the set service level, then the service level percentage is red.

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

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. 

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.
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 with ACW

Avg Dialing
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)
Avg Contacting

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.
Calculated by: (total contacting time/ total number of contacting segments)

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. 

Total Dialing

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

Total Contacting

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.

Hold 

The number of interactions with holds.

Transfer 

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. 

Blind Transfer

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. 

Consult

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.

Consult Transfer

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. 

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.

Time to 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.

Note: This metric column is only available in the exported data for this view. It contains the same data as the Avg Abandon column.

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.

Total Abandon

The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.

Connection

The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.

Division

Displays the name of a division that an agent or queue belongs to. For more information, see About access control

Inbound Media

The count of inbound media for an interaction.

Transfer %

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

Calculated by: (# of transfers / interactions answered) * 100

Max Abandon

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

Min Abandon

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

Max Wait

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

Min Wait

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

Max Talk

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

Min Talk

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

Max Hold

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

Min Hold

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

Max ACW

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

Min ACW

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

Over SLA

Number of interactions that were over the defined Service Level.

Met SLA

Number of interactions that met the defined Service Level.

Short Abandon

Number of interactions that were short abandoned.

Short Abandon %

Percent of interactions that were short abandoned.

Abandon – No Short

Number of abandons excluding the short abandons.

Abandon – No Short %

Percent of abandons excluding the short abandons.

Outbound Attempt

Attempted outbound interactions for Dialer campaigns.

Voicemail

Count of voicemails received.

Surveys

Column Column Description
Response Rate

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

Sent

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.

In Progress

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.

Complete

The number of surveys customers have opened and submitted.

Surveys Abandon

The number of surveys that customers opened but did not submit before the survey expired.

Survey Expire

The number of surveys that expired before the customer opened it. 

Survey Errors

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

NPS

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

Bounce

The number of times a survey was sent out and returned by the recipient's email server, usually caused by an invalid email address.