‎Queue Performance Digital | Sprinklr Help Center

Queue Performance Digital

Updated

2 days ago

The Queue Performance Digital report in Sprinklr provides insights into the efficiency of managing digital customer interactions, such as chat, email, and social messaging. It tracks key metrics like service levels, response times, and abandonment rates, helping evaluate how well customer queries are handled. The report also highlights agent workload, response and resolution times, and abandonment rates, offering a detailed view of agent performance and digital queue management. This data helps optimize digital support processes, reduce response times, and improve overall customer satisfaction.

Scenarios in which Queue Performance Digital Reports are used:

Monitor Response Times: Track how quickly customer inquiries are addressed across different digital channels, ensuring timely support.
Analyze Abandonment Rates: Identify trends in call or message abandonment, helping to pinpoint areas for improvement in customer engagement.
Measure Agent Performance: Assess agent response times, resolution times, and the volume of interactions handled, optimizing agent allocation and performance.
Evaluate SLA Compliance: Ensure that service level agreements (SLAs) are met by monitoring the percentage of interactions resolved within the set timeframes.
Identify Queue Bottlenecks: Pinpoint issues in the queue management process, such as high wait times or long response delays, to streamline the workflow and improve customer experience.

Dashboard Sections

The Dashboard Sections are divided into 3 sections:

Live Chat: The Live Chat Queue Summary is a report or dashboard that provides an overview of the live chat interactions within a specific period. It typically includes key metrics such as the number of active chats, waiting times, response times, and the number of chats handled by each agent. This summary helps monitor the performance of the live chat system, track agent efficiency, and identify areas for improvement in customer service.
Email: The Email Queue Summary provides an overview of emails in a support queue, including metrics like assignments, response count, response time and handle time. It helps monitor email management efficiency and identify delays or bottlenecks.
Social: A social channels queue summary provides an overview of interactions, including offers, assigned and unassigned interactions, service levels, and abandonment rates. It helps track the status of customer inquiries and responses, ensuring efficient management and timely resolution across social media platforms.

Live Chat

Let's have a look at the various metrics:

Metrics	Dimension
Date	Date on which event occurred.
Work Queue	It displays the name of the associated work queue. If the work queue is not shared with the user, the unique ID of the queue will be shown instead.
Total Interactions Offered	Tracks the total number of digital interactions that have entered the queue. If a case re-enters the queue, it will be counted as two separate incoming queue assignments.
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 Unassigned	The count of unique digital interactions assigned to an agent and later unassigned from the agent within the respective work queue.
Interactions Abandoned	Count of unique digital interactions which were assigned to agent and further un-assigned from the agent in the respective work queue.
Interactions Short Abandoned	Counts digital interactions that entered the queue and were abandoned, either in the queue or after assignment. Re-entered cases are counted with each new assignment.
Average Time to Answer	Measures the average time taken to assign a case or digital interaction to an agent after entering the work queue, divided by the total number of interactions that entered the queue.
Service Level Digital	Measures the percentage of digital interactions assigned to agents out of the total number of digital interactions that entered a specific queue within the defined threshold, as set in the "Service Settings" screen. SLA presets can also be applied.
Interactions Assigned within SLA	Measures the total number of digital interactions assigned to the user within the defined SLA threshold, which is applied based on each assignment to the queue. The SLA preset is based on the Time to Answer.
Average of Time to Abandon	Measures the time taken for a case or digital interaction to be abandoned after entering the work queue, based on its movement to the outbox or another queue, as per routing configuration. This is tracked for each unique assignment to the work queue.
Interactions Abandoned within SLA	It measures the total number of digital interactions that were abandoned after entering the work queue, within the specified SLA threshold. The SLA preset is based on the "Time to Abandon" metric.
Average Assigned Duration	It measures the average time each case or digital interaction was assigned to an agent, divided by the total number of digital interactions assigned to the agent in the queue.

Email

Social

Let's have a look at the various metrics:

Metrics	Description
Date	Date on which event occurred.
Work Queue	Displays the name of the associated work queue. If the work queue is not shared with the specific user, it will show the unique ID of the queue instead.
Total Interactions Offered	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.
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.
Interactions Unassigned	Count of unique digital interactions which were assigned to agent and further un-assigned from the agent in the respective work queue.
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.
Interactions Short Abandoned	This metric tracks the total number of digital interactions that were abandoned early, according to the threshold set in the Service Settings Screen or Queue Settings Screen.
Average Time to Answer	This metric measures the average time taken to assign a case or digital interaction to an agent after it enters the work queue, divided by the total number of digital interactions that entered the specific queue.
Service Level Digital	This metric measures the percentage of digital interactions assigned to agents out of the total number of interactions that entered the specific queue, within the threshold defined in the "Service Settings Screen." SLA presets can also be applied.
Interactions Assigned within SLA	This metric measures the total number of digital interactions assigned to the user within the defined SLA threshold, based on each assignment to the queue. The SLA preset is applied to the Time to Answer.
Avg. of Time to Abandon	This metric tracks the time taken for a case or digital interaction to be abandoned after entering the work queue. It is calculated when the case moves from the work queue to the outbox or to another queue, depending on the routing configuration. The metric is based on each unique assignment to the work queue.
Interactions Abandoned within SLA	This metric measures the total number of digital interactions abandoned after entering the work queue, within the defined SLA threshold. The SLA preset is based on Time to Abandon.
Average Assigned Duration	This metric measures the average time a case or digital interaction was assigned to agents, divided by the total number of digital interactions assigned to the agent in the queue.

Metrics	Description
Date	Date on which event occurred.
Work Queue	Shows the last work queue the case was part of when a specific action occurred. Note: If an agent manually transfers the case without changing the work queue after it’s assigned, any future actions and responses will still be tied to the original work queue the case was in.
Interactions Assigned	Measures number of times a particular case has been assigned to the agent.
Interactions Assigned with brand response)	Measures number of times a particular case that has been assigned to the agent has been responded.
Case User Response SLA Count	Tracks the number of times a specific case assigned to an agent has been responded to.
Avg. of First Response Time (Agent)	Tracks the time taken for the first agent response to be sent after each assignment to the queue, based on either the agent assignment time or the last unanswered customer message on the case, as defined by the selected values in the service settings screen.
Average of Response Time Excluding First (Agent)	Tracks the time taken for the agent's next response, excluding the time spent on the initial response.
Average of Case User Response SLA	Measures the time difference between when a user replied on a case to the case creation time.
Avg. of Handle Time (Assigned Duration)	Displays the total time a case was assigned to the agent, showing the duration for each individual agent assignment.