View predictive routing queue detail report

The queue detail report of an individual queue presents different aspects of the performance of the selected queue. The page contains the following tabs: 

  • Overview – Opens the queue detail report that summarizes the impact of predictive routing for the selected period. More information about the overview tab is available in the subsequent sections of this page.
  • Impact –  Opens the queue impact report that enables you to view predictive routing performance for a collection of KPIs in addition to the target KPI. For more information, see View predictive routing queue impact report.
  • Predictive Model – Presents the top features that contribute to the routing decisions of the selected queue. For more information, see View features that influenced predictive routing decisions.

The queue detail report contains metrics about the impact of predictive routing for the selected period.

To view details about a specific queue report go to Performance > Workspace > Predictive routing, and from the list provided click the name of the specific queue. 

For more information, see View predictive routing queue impact report.

The following details can be displayed for each report. 

Detail Description Notes 
(For reference refer to the images below)

Average handle time  (AHT Difference %) 

Indicates the percentage difference in the amount of handling time of interactions routed using predictive routing compared to the amount of handling time of interactions routed using non-predictive routing methods during the selected time period.

When a queue supports more than one media type a breakdown of the AHT Difference % per media type is shown in addition to the AHT Difference % value. 

The AHT Difference % may not match the sum or average of the % of each media type. 
AHT Difference

Indicates the difference in the AHT value between interactions routed using predictive routing and interactions routed without predictive routing, during the selected date range per interaction. This value is shown in hours, minutes, and seconds.

The AHT Difference value is only displayed for a specific (single) media type queue.

If a queue includes more than one media type a breakdown of the AHT difference is displayed per media type. 
Time saved

Indicates the amount of handling time saved when using predictive routing during the selected time period.

Time saved is calculated by multiplying the total number of interactions (using predictive routing), by the AHT difference for the specified date range. 

When a queue supports more than one media type, a breakdown of the data according to media type is also displayed below the Time saved table. 
Interactions

Indicates the total number of interactions routed with predictive routing compared to the number handled by other routing methods. 

For example, in the Single media queue image below, 1387 is the total number of interaction routed with predictive routing, and 3027 is the total number of interactions handled without predictive routing.

When a queue supports more than one media type, a breakdown of the data according to media type is also displayed.
Interactions bar chart

Displays predictive routing and non-predictive routing volumes for the selected date range in weekly intervals.

The first week shown in the chart starts from the first day of the selected date range. The last week may be a full or partial week depending on the selected date range.
Ongoing value (AHT Difference % Scatter plot)

This scatter plots depicts weekly AHT Difference % values above or below a zero line.

A dot on the zero line indicates that predictive routing did not make a difference in the AHT of predictive interactions compared to non-predictive interactions.

Positive values above the zero line indicate that interactions routed using predictive routing have on average a longer handle time than interactions routed without predictive routing. 

Values below the zero line indicate that interactions routed using predictive routing have a shorter handle time than interactions routed without predictive routing. 

Hover above one of the points on the graph to see data for that specific date. 

The first week shown in the chart starts from the first day of the selected date range. The last week may be a full or partial week depending on the selected date range.

Click the image to enlarge.

Click the image to enlarge.

Note:
  • To change the report time period, click the date at the top of the report and select a different date.
  • To return to the Predictive routing list, click the following back icon next to the queue report name.