Queue Group Monitoring

Updated

2 days ago

Queue groups are collections of queues that are grouped based on certain parameters. They are particularly useful for managing a large number of work queues efficiently. Instead of handling work queues individually, you can organize them into queue groups for streamlined management.

Note: Queue grouping is currently available for limited users. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.

Create a Queue Group

To group work queues, first create a Work Queue Custom Field and tag all relevant work queues with it. Then, contact your Success Manager or email tickets@sprinklr.com to request the creation of a pivot view for the Work Queue Custom Field.

Monitor Queue Groups

After the queue groups are created, you can monitor them from the Queues screen of Supervisor Console.

To monitor a queue group, follow these steps:

1. Open the relevant Supervisor Console persona app from the Launchpad.

2. In the left pane of Supervisor Console, click Queues to access the queue groups view.

3. To view the individual work queues in a queue group, click the expand () icon in front of the queue group name.

4. To monitor a queue group, click the Monitor Queue Group () icon corresponding to the queue group name. This opens a detailed view displaying the Queue Summary and Agents List.

Note: If a queue is not part of any queue group, it will be shown individually.

The following parameters are shown in Queue Summary while monitoring a queue group:

Parameter	Description	Operator
Pending Count	The total number of cases pending in the queue group.	Sum
In Progress Count	The total number of cases that are in progress in the queue group.	Sum
% of Calls Answered Within SLA	The percentage of calls answered within SLA.	Sum
Total Calls	The total number of calls in a queue group.	Sum
Total Calls Taken	The total number of calls taken by agents.	Sum
Total Abandoned Calls	The total number of calls abandoned.	Sum
% SLA	The percentage of calls answered within the SLA.	Average
Average work queue wait time	The average wait time for cases in the work queue.	Average
% Abandoned Calls	The percentage of calls abandoned that came into the queue.	Average
Oldest Call Waiting Time	The oldest unassigned call of the queue.	Maximum
Logged On + Activated	The number of agents who are logged in to Sprinklr and are activated in the Work Queue.	Sum
Agents Available	The agents who have Consumed Capacity as 0. They can be assigned any type of case based on the queues routing configuration, skills, availability status, and other criteria.	Sum

Legend

Sum: Displays the total sum of the parameter from all individual work queues within the queue group.
Average: Displays the average value of the specified parameter from all individual queues within the queue group.
Maximum: Displays the highest value of the specified parameter from all individual queues within the queue group.

Quick Filters

Supervisors can create quick filters based on various criteria such as languages, work queue tags, work queues, and more. These quick filters allow supervisors to identify relevant queue groups quickly and easily for monitoring. Supervisors can also perform actions on the quick filters such as saving, searching, updating, and more.

To create or save a quick filter, follow these steps:

1. Open the Supervisor Console persona app from the Launchpad.

2. In the left pane of Supervisor Console, click Queues.

3. Click the Filters icon () located at the top-right corner. The Add Filter icon will appear above the dashboard.