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Queue Performance Digital

Updated

10 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 for Queue Performance Digital

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.

Let’s look at all the metrics from Overall Summary

The Overall Summary is divided into 2 different types of widgets:

Summary based on Work Assignment Type
Queue Assignment Dump based on Work Assignment Time

Summary based on Work Assignment Type

The Summary report on Work Assignment Type offers a comprehensive overview of the performance metrics associated with various queues. It includes details on the total number of cases assigned to each queue, the cases that were successfully handled, and the time agents spent on each case. Additionally, the report measures key metrics like the average time spent by agents to answer a case, service levels achieved (such as how well agents meet predefined response times), and the rate at which cases were abandoned within the queue. This report helps in analyzing queue efficiency, agent performance, and identifying areas that may require improvement to meet service level targets.

Let's look at the various metrics:

Name	Description
Date	Date of case occurrence.
Average Assigned Duration	This metric calculates the average time a case/contact is assigned to agents, dividing the total time by the number of contacts assigned in the queue.
Total Contacts Received	This metric tracks the total number of contacts entering the queue, counting re-entered cases as separate assignments.
Total Contacts Assigned	This metric measures the total number of contacts assigned to the user, counting re-entered cases assigned to a different agent as separate assignments.
Total Contacts Handled	Refers to the total number of distinct contacts an agent fully managed, including assignments, resolutions, and un-assignments, counted once per contact.
Total Contacts Abandoned	Measures the total number of contacts that entered the queue and were abandoned, either while in the queue or after being assigned to an agent. Re-entered cases are counted with each new assignment.
Average Time to Answer	Measures the average time taken to assign a case/contact to agents after entering the work queue, divided by the total number of contacts that entered the queue.
Service Level Digital	Calculates the percentage of contacts assigned to agents out of the total contacts that entered the queue, based on the threshold defined in the "service settings screen.
Contacts Assigned within SLA	Measures the total number of contacts 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" metric.
Average of Time to Abandon	Measures the time taken for a case/contact to be abandoned after entering the work queue. This is calculated when a case moves from the work queue stage to the outbox or another queue (based on routing configuration). The metric is based on each unique assignment to the work queue.
Contacts Abandoned with SLA	Measures the total number of contacts abandoned after entering the work queue within the defined SLA threshold. The SLA preset is based on the Time to Abandon metric.
Average of Total Assigned Duration	Measures the time taken by agents to handle a contact, from the moment the case/contact is assigned to the agent until it is unassigned.

Queue Assignment Dump based on Work Assignment Time

The "Queue Assignment Dump based on Work Assignment Time" report provides detailed insights into cases or contacts are assigned to work queues, including the exact time each assignment occurred. It tracks the duration a case spends in the queue, the agent or queue handling the case, and any related time-based metrics, helping organizations monitor workflow, agent performance, and queue efficiency.

Let's look at the various metrics:

Name	Description
Date	Date of case occurrence.
Case Creation Time	Shows the exact timestamp when a case was created. This metric does not aggregate data by time intervals, with each case being recorded individually.
Case Details	Displays the associated case for the event, including details such as the case subject, case ID, and description.
Case Number	The ID number associated to the Case Details.
Work Queue	Displays the name of the associated work queue. If the queue is not shared with the user, it will show the queue's unique ID instead.
Work Channel	Indicates the channel through which the work was created, including details on ACW time, inbound, and outbound calls.
Work Assignee	Indicates the name of the assigned stage the work went through, which could be the work queue name, user name, or "unassigned" if the work was not assigned to anyone.
Work Type	Specifies how a particular case or call is assigned to the queue, either from a case or a task.
Work Assignment Reason	Indicates the reason for each work assignment at every stage.
Work Assignee Type	Shows the previous stage the work passed through, including work queue, inbox, user, or outbox.
New Work Assignee Type	Shows the new stage to which the work is assigned, such as the work queue ID or user ID, depending on the assignment.
Work Creation Time	Displays the date and timestamp when the specific work was created or assigned to the queue.
Work Un Assignment Type	Shows the date and timestamp when the work was created or assigned to the queue.
Average Assigned Duration	Calculates the average time a case/contact was assigned to agents, divided by the total number of contacts assigned to the agent in the queue.
Total Contacts Received	Tracks the total number of contacts that entered the queue. If a case re-enters the queue, it will be counted as two separate incoming assignments.
Total Contacts Assigned	Tracks the total number of contacts assigned to the user. If a case re-enters the queue and is reassigned to another agent, it will be counted as two separate agent assignments.
Total Contacts Handled	Counts the unique contacts that were fully handled, meaning they were assigned to an agent and then unassigned from the agent.
Total Contacts Abandoned	Measures the total number of contacts that entered the queue and were abandoned, either in the queue or after agent assignment. Re-entered cases are counted with each new assignment.
Contacts Short Abandoned	Measures the total number of contacts that were short abandoned based on the threshold set in the "service settings screen" or "queue settings screen.
Time to answer	Measures the total time taken to assign a case/contact to agents after entering the work queue.
Service Level Digital	Measures the percentage of contacts assigned to agents within the defined threshold in the service settings screen, with optional SLA preset.
Contacts Assigned within SLA	Measures the total number of contacts assigned to the user within the defined SLA threshold, based on each queue assignment, with SLA preset applied to Time to Answer.
Time to Abandon	Measures the time taken for a case/contact to be abandoned after entering the work queue, based on its movement to another queue or outbox.
Contacts Abandoned within SLA	Measures the total number of contacts abandoned after entering the work queue, within the defined SLA threshold based on Time to Abandon.
Total Assigned Duration	Measures the time taken by agents to handle a contact, from assignment to un-assignment.

Queue Performance Digital

Scenarios for Queue Performance Digital

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