‎Digital Queue Report | Sprinklr Help Center

Digital Queue Report

Updated

12 days ago

The Digital Queue Report provides comprehensive Queue details for all digital channels, including live chat, email, and social platforms such as Facebook, WhatsApp, and Reddit. It offers in-depth information on service levels, service rates, abandons, cases assigned, and handle times associated with each case assignment at the queue level. Additionally, the Report tracks the entire case journey within the queue, including assignment and un-assignment times and their reasons.

The Digital Queue Report belongs to the Queue Reports Report Group. Below are some of the scenarios where this Report is beneficial:

Track service levels at the queue level for all digital channels.
Monitor queue performance based on cases assigned, cases handled by agents, cases abandoned, and various handle times.
Track flow-in, flow-out, and overflow metrics at the Queue level.

Attribute	Status
Behavior of User Custom Fields	Not Supported.
Behavior of Work Queue Custom Field	Work Queue level Custom Fields (CF) are supported in this Report. They are based on the 'Work Queue' Dimension. The values are controlled in the Queue Settings in the Unified Routing section.
Behavior of Case Custom Fields	Case Level Custom Fields (CF) are supported in this Report. Plotting any Case-level CF will display the value attribute for that field on the Case. This same value will be shown for all calls/records within that Case, even if there are multiple Conversation IDs.
Date Filter	Work Creation Time.
Record Creation Time	When a Case enters the Work Queue.
Refresh Frequency	5 minutes.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Digital Queue Report:

Metrics

Dimensions

Name	Description
Total Interactions Received	Measures the total number of digital interactions that entered the Queue. If a Case enters the Queue again, it will be counted as 2 incoming Queue assignments.
Total Interactions Assigned	Measures the total number of digital interactions that were assigned to the user. If a Case enters the Queue again and is assigned to another agent - it will be counted as 2 agent assignments.
Total Interactions Abandoned	Measures the total number of digital interactions that entered the Queue and were further abandoned - either in Queue or after assignment to the agent. If a Case enters the Queue again, it will be counted based on each assignment to the Queue.
Count of Unique Agents Assigned	Measures number of unique agents that are assigned a particular Case. If 2 agents are assigned to a Case, it will show count as 2.
Wait Time	Measures time taken by the Case/ contact for getting assigned to user after entering the work Queue. It will be based on each unique assignment to the work Queue.
Interactions Assigned within SLA	Measures the total number of digital interactions assigned to the user within the defined SLA threshold that is applied based on each assignment to the Queue. SLA preset works on Time to Answer.
Time to Abandon	Measures time taken by the Case/contact to get abandoned after entering the work Queue. It will be calculated in scenarios where Case moves from work Queue stage to outbox or to some other Queue (based on routing configuration) It will be based on each unique assignment to the work Queue.
Interactions Abandoned within SLA	Measures the total number of digital interactions that were abandoned post entering the work Queue within the defined SLA threshold that is applied. SLA preset works on Time to Abandon.
Interactions Short Abandoned	Measures the total number of digital interactions that were short abandoned as per the threshold set in the "service settings screen" or "Queue settings screen".
Service Level Digital	Measures % of digital interactions assigned to the agents over total number of interactions that entered the particular Queue within the defined threshold selected in the "service settings screen". SLA preset can also be applied.
Total Interactions Unassigned	Count of unique digital interactions which were assigned to agent and further un-assigned from the agent in the respective work queue
Total Assigned Duration	Measures time taken by agents to handle a particular contact, that is, time from agent assignment to agent un-assignment on the Case/ contact.
Average Assigned Duration	Measures average of total time Case/contact was assigned to the agents over total number of digital interactions assigned to the agent done in the Queue.
Time to Answer	Measures overall time taken to assign a Case/ contact to agents post entering the work Queue.
Average Time to Answer	Measures average time taken to assign a Case/ contact to agents post entering the work Queue over total number of digital interactions that entered the particular Queue.
Average First Response Time from Agent Assignment	Measures average response time of a digital interactions assigned to a particular Queue based on first response time after agent assignment over total number of times Case was assigned to an agent.
Average Case Processing Time	Measures average Case processing time based on processing clock over total number of times Case was touched by the agent.
Work Queue Assignment Duration	Measures the duration for which call/case was assigned to Work Queue stage i.e. time between work queue stage (work assignee type value) to any other stage (new work assignee type value)
User Assignment Duration	Measures the duration for which call/case was assigned to User stage i.e. time between user stage (work assignee type value) to any other stage (new work assignee type value).
Inbox Assignment Duration	Measures the duration for which call/case was assigned to Inbox stage i.e. time between inbox stage (work assignee type value) to any other stage (new work assignee type value)
Flew In Interactions	Total number of times a Case flew into a Queue based on the number of assignments to the particular Queue.
Flew Out Interactions	Total number of times a Case flew out from a Queue based on the number of assignments to the particular Queue.

Name	Description
Work Queue	Provides the name of the associated Work Queue. If the Work Queue is not shared with the particular user, it will show the unique ID of the Queue.
Work Queue ID	Indicates the unique ID of each associated Work Queue.
Work Creation Time	Indicates the date timestamp when the particular work was created/ assigned to the Queue.
Case Creation Time	Indicates the time for when the Case was created. This metric will not aggregate data of Cases based on time interval.
Work Un-Assignment Interval	Indicates the time interval when work was un-assigned from a certain stage. To be used with work assignee type, and new work assignee type.
Work Assignee Type	Indicates the previous stage where the particular work went through. This includes Work Queue, inbox, user, outbox as 4 different stages.
Work Assignment Reason	Indicates the reason for each work assignment at every stage.
Work Assignment Time	Indicates the time when work was assigned to a certain stage. To be used with work assignee type, and new work assignee type.
Work Un-Assignment Time	Indicates the time when work was un-assigned from a certain stage. To be used with work assignee type, and new work assignee type.
Work Assignee ID	Indicates the ID of the assigned stage where the particular work went through. This includes Work Queue ID, or the user ID based on to whom the work is assigned.
New Work Assignee ID	Indicates the ID of the assigned stage to which the work is assigned from the previous stage. This includes Work Queue ID or the user ID based on to whom the work is assigned.
Work ID	Indicates the unique ID of each work that is assigned to a particular Queue or to a particular stage.
New Work Assignee Type	Indicates the new stage to which the work is assigned from the previous stage. This includes Work Queue ID or the user ID based on to whom the work is assigned.
Work	Provides the details/ name of the work that was created.
Work Assignment Interval	Indicates the time interval when work was assigned to a certain stage. To be used with work assignee type, and new work assignee type.
Channel	Provides the name of the channel associated on the Case. This dimension can be used to segment a common metric across multiple channels and will show the list of all channels associated to the first first message of the Case.
Work Assignee	Indicates the name of the assigned stage where the particular work went through. This includes Work Queue name or the username or unassigned if the work is unassigned based on to whom the work is assigned.
Case Details	Associated Case to the event, which includes the Case subject, Case ID and the Description.
Case Number	The ID number associated to the Case Details.
Date	Date on which the event occurred.
Day of Year	This is the sequential day number starting with day 1 on January 1^st.
Time of day	The specific 1-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.
Time of day (30 minutes interval)	The specific half-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.
Time of Day (15 Minute Interval)	The specific quarter-hour period within a day when an activity took place, represented in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.
Week of Year	This is the sequential week number in the year starting the week count with Sunday.
Month Of Year	The name of the Calendar Month on which the activity occurred.
Day of the Week	The name of the day of the week on which the activity occurred.
Day of Time Range	This dimension specifies the respective day number in the selected time range. Note that the start date will be referred to as Day 1 and so on.
Agent	The Sprinklr user for whom the report is being generated.
Agent Id	The Sprinklr user ID for whom the report is being generated.
Agent Email Id	Email ID of the user.
Agent Federation Id	Federation ID of the user for whom report is been generated.
Work Channel	Indicates the channel for which work is created - governing the exact capacity that the interaction or case should be allotted and is controlled via Agent’s Capacity Configuration. This is mostly used for deep-diving and debugging the assignments.

This concludes our comprehensive coverage of the Digital Queue Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.

Digital Queue Report

Metrics and Dimensions

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