Queues Performance Summary view

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.

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.

Displays metrics for interactions with agents who have the selected skills. 

Filter for multiple skills at one time by entering other skills and searching again.

Displays metrics for interactions with agents who have the selected languages. 

Filter for multiple languages at one time by entering other languages and searching again.

Displays information about interactions of the selected directions.

Displays information about interactions with the selected initial direction.

Displays information for interactions with the selected DNIS numbers.

• 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.

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.

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.

Displays information associated with the selected users.

Filter for multiple users at one time by entering other users and searching again.

To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.

Displays information for interactions that have the selected wrap-up codes.

Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.

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

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

The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.

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.

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.

Yes displays data for interactions that had Agent Assist.

No displays data for interactions that did not have Agent Assist.

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.

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. 

Displays information for interactions that have the External Tag attached to the conversation record.

Unique system ID for the user.

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.

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.

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.

The name of the queue.

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

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

Calculated by: (Abandoned Count / Offered Count) * 100

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.

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

Flow-outs are interactions that enter and leave a queue without getting answered by an agent 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.

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 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

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.

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

Calculated by: Total Wait Time / Interactions

The total number of ACD and non-ACD interactions 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. 

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

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

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

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

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

Calculated by: Total ACW / Interactions with ACW

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)

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)

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.

The total number of segments where an agent spent time talking/interacting on a conversation

The cumulative hold time for all interactions.

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. 

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

The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

The number of interactions with holds.

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 

The number of interactions an agent answered and then consulted with another participant 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.

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.

The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

The 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.

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

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

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

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

The count of inbound media for an interaction.

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

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

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

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

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

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

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

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

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

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

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

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

Number of interactions that were over the defined Service Level.

Number of interactions that met the defined service level.

Number of interactions that were short abandoned.

Percent of interactions that were short abandoned.

Number of abandons excluding the short abandons.

Percent of abandons excluding the short abandons.

Attempted outbound interactions for Dialer campaigns.

Count of voicemails received.

The number of errors that occurred on the queue conversations.

The service level percentage for the queue.

The service level target percentage for the queue.

The number of contacting segments for the queue and interval.

The number of dialing segments for the queue and interval.

The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.

The average time any interaction spent in ACW. This calculation takes into account all interactions, not just those interactions that had ACW time.

The rate of interactions in which standard routing was used in comparison to all answered interactions.

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.

The number of interactions in which bullseye routing was requested.

The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.

The number of answered interactions in which bullseye routing was used.

The rate of interactions in which bullseye routing was used in comparison to all answered interactions.

Conditional Requested

Conditional Requested %

Conditional Used

Conditional Used %

The number of answered interactions in which last routing was used. See Last agent handling.

The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.

The number of answered interactions in which last routing was used. See Last agent handling.

The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.

The number of answered interactions in which manual routing was used.

The rate of interactions in which manual routing was used in comparison to all answered interactions.

The number of answered interactions in which predictive routing was requested.

The rate of interactions in which predictive routing was requested in comparison with all answered interactions. 

The number of answered interactions in which predictive routing was used. 

The rate of interactions in which predictive routing was used in comparison with all answered interactions.

The number of answered interactions in which preferred agent routing was used.

The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.

The number of answered interactions in which preferred agent routing was used.

The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.

The number of answered interactions in which standard routing was requested. 

The rate of interactions in which standard routing was requested in comparison to all answered interactions.

The number of answered interactions in which standard routing was used.

The rate of interactions in which standard routing was used in comparison to all answered interactions.

The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that 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

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.

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

The number of surveys customers have opened and submitted.

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

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

The number of surveys that 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.

The average of completed surveys' percentage scores. The average score does not include NPS.

Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100

The Net Promoter 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 Promotor Score web survey question overview. 

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

Average sentiment score (-100 to 100) in the given interval with the provided filters.

The number of negative sentiment instances. For more information, see Understand sentiment analysis.

The number of positive sentiment instances. For more information, see Understand sentiment analysis.

Number of instances of sentiment in the given interval with the provided filters.