Queues Performance Summary view - Genesys Cloud Resource Center

Prerequisites

The following permissions:

Analytics > Conversation Aggregate > View
Analytics > Data Export > All
Analytics > Speech and Text Analytics Aggregates > View
Directory > User > View
Routing > Queue > View
UI > Supervisor Queue Details > View
Groups > Team > View (to filter agent list by Work Team)

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 > Workspace > 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. Genesys Cloud displays the Queues Performance Detail view with aggregate data for the queues that 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

To show only certain data, customize the queues performance summary view. 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 switch quickly between different data of interest in the same view.

Filter by queues to populate the summary row with aggregate data about those queues.

Filter metrics by date

Use the date filter to customize analytics views.

Show me

Use presets to filter metrics by date, or configure a custom date range. When filtering metrics for this view, select any custom date range up to 6 weeks.

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

Click the date to display the date filter.
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 3 months	Shows data for the previous 3 months. For example, Nov 1 2022 – Jan 31 2023.
Previous 30 days	Shows data for the previous 30 days.
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:

Click the date to display the date filter.
Select a start date and an end date on the calendar, and click the filter arrow .

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.

Filter by media type

To filter by media type, click the Filter icon .
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, and if you select callback, the voice interaction will be deselected.

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

Note: The available media types may vary from those shown above.

Show or hide chart

Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .

Show, hide, and rearrange columns

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

To rearrange topic 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 topic columns.

Filter by queues

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.

In the queue's row, select the check box.
Continue selecting queue check boxes to add to filters.
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.

Note: The summary row can populate aggregate data for up to 50 queues at once.

View aggregate data

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

Filter by interaction details

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. When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997. The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
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. If you do not have any message types selected, the view displays information for all message types. Genesys Cloud currently supports the following message types: Facebook, Line, Open, SMS, Twitter, Web Messaging, and WhatsApp.
Has Media	Only shows interactions that have multimedia content. This filter only appears if you set the media type filter to Message.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Routing Used	Displays the routing method that was used to get to the agent who answered the interaction. The routing data is relevant beginning September 5, 2020.
Routing Requested	Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out. The routing data is relevant beginning September 5, 2020.
Agent Assist	Yes displays data for interactions that had Agent Assist. No displays data for interactions that did not have Agent Assist.
Work Team	Displays metrics for interactions associated with the selected work team. Filter for multiple work teams at one time by entering other work teams and searching again. For more information, see Work teams overview.
First Queue	Displays data for the first queue of an interaction. Select the First Queue check box to retrieve queue statistics for only the first queue that the interaction occurred on.
External Tag	Displays information for interactions that have the External Tag attached to the conversation record. Note: External tag data is not available for web chat interactions.

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.

Filter by outbound details

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

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

Outbound filters

Filter	Description
Contact ID	Unique system ID for the user.
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.

Filter by journey details

To filter by information about the Predictive Engagement journey details of the interaction:

Click Filter .
Click the Journey tab.

Journey filters

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

Filter by External Contact

To filter by information about External Contact details of the interaction:

Click Filter .
Click the External Contact tab.

External Contact filters

Filter	Description
External Contact	Displays information about interactions associated with the selected external contact. You can filter for: Contact name Address Phone number Email address Organization name Custom fields When you filter by external contact, the contact name is displayed with the associated organization name. Filter for multiple external contacts at one time by entering another contact and searching again.
External Organization	Displays information about interactions associated with the selected external organization. You can filter for: Organization name Address Phone number Custom fields Filter for multiple external organizations at one time by entering another organization and searching again.

Available columns

Your customizations determine the metric columns that the view shows.

Available columns

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 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.
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 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.
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 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. 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. 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 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.
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 the 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 on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work. Sometimes, as after-call work overlaps with the talk time or the hold time, this sum of the cumulative metrics represented in Total Handle is not the same as the Handle metric, which eliminates any overlap.
Total Talk	The total number of segments where an agent spent time talking/interacting on a conversation
Total Hold	The cumulative hold time for all interactions.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. 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 with or 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 call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
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.
Error	The number of errors that occurred on the queue conversations.
SL %	The service level percentage for the queue.
SL Target %	The service level target percentage for the queue.
Contacting	The number of contacting segments for the queue and interval.
Dialing	The number of dialing segments for the queue and interval.
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions, not just those interactions that had ACW time.
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.
Outbound Media	The number of outbound media for an interaction.
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.
Talk	The number sessions where user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Wait	The number of interactions that waited in the queue.
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.
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.
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.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description
Bullseye Requested	The number of interactions in which bullseye routing was requested.
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.
Bullseye Used	The number of answered interactions in which bullseye routing was used.
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.
Conditional Requested	The number of interactions in which conditional routing was requested.
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.
Conditional Used	The number of interactions in which conditional routing was used.
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.
Manual Used	The number of answered interactions in which manual routing was used.
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.
Predictive Requested	The number of answered interactions in which predictive routing was requested.
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.
Predictive Used	The number of answered interactions in which predictive routing was used.
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.
Preferred Requested	The number of answered interactions in which preferred agent routing was used.
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.
Preferred Used	The number of answered interactions in which preferred agent routing was used.
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.
Standard Requested	The number of answered interactions in which standard routing was requested.
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.
Standard Used	The number of answered interactions in which standard routing was used.
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.

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 Genesys Cloud 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 Genesys Cloud 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 Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. This metric includes surveys that were aborted in the survey invite flow.
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 Score^SM (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 Promoter 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.

Speech and text analytics

Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the given interval with the provided filters.
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.