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Queue Performance Digital

Updated

4 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.

Overall Queue Summary

The metrics are listed below:

Name	Description
Work Queue	Provides the name of the associated work queue. In case the work queue is not shared with the particular user, it will show the unique ID of the queue.
Contacts Offered	Contacts offered to the work queue i.e the contact that entered any work queue. A contact is every case/call that comes into queue - even if transferred. Every new offer to queue is counted as new contact offered. In case of transfer to same queue, it will be counted as 2.
Contacts Assigned	Contacts which are assigned to the agent post entering the work queue. Assignment is calculated for each contact offered to the work queue. This is only calculated for digital channels.
Contacts Answered	Contacts which are assigned to agent and further replied/answered by agents. In case of voice - answered is calculated when the agent answers the call, and in case of digital - if the agent makes the first reply on the case post entering the work queue.
Digital Contacts Abandoned	Contacts which are abandoned in the work queue before the agent is assigned on the case. In case of voice - customer abandoned the call. In case of livechat - customer closed the chat/inactivity before the agent assignment.
% Contacts Abandoned	Percentage of contacts which were abandoned in the work queue i.e Contacts Abandoned / Contacts Offered.
Contacts Flew Out	Contacts re-routed to another work queue without getting assigned to the agent or abandoned by the customer post entering the work queue. It can be due to routing config or cancelled warm transfers.
Avg Speed of Answer	Avg speed of answer for all contacts which are answered within the work queue i.e speed of answer averaged over total contacts answered in the work queue.
Contacts Assigned Within SLA	Contacts which are assigned to the agents within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement.. The threshold is based on time to assign.
Contacts Answered Within SLA	Contacts which are answered by agents post assignment within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement. The threshold is based on speed of answer.
Chat Contacts Short Abandoned	Contacts which are abandoned in the work queue within a defined threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the short abandon section. This is applicable only for live chat channel only for Digital.
Transfer Completed	Count of contacts which are transferred to another work-queue or agent after agent assignment.
Avg Handle Time	Avg handle time for all contacts which are assigned to the agent for digital cases whereas answered by the agent for voice cases.
Avg. of Handle Time (Case Clock)	Duration that a contact is handled in the work queue based on case processing clock on the case i.e duration that the agent is actively working on the case. This will be only calculated for cases opened by the assigned agents.
Avg Agent Response Time	Avg response time by the agent on the contact in the work queue over total contacts answered.
Service Level - Accepted	This metric calculates for service level based on contacts assigned. % of contacts assigned to the agents within the defined SLA threshold over contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen.

Live Chat

Let's have a look at the various metrics:

Metrics	Dimension
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.
Contacts Offered	Contacts offered to the work queue i.e the contact that entered any work queue. A contact is every case/call that comes into queue - even if transferred. Every new offer to queue is counted as new contact offered. In case of transfer to same queue, it will be counted as 2.
Contacts Assigned	Contacts which are assigned to the agent post entering the work queue. Assignment is calculated for each contact offered to the work queue. This is only calculated for digital channels.
Contacts Answered	Contacts which are assigned to agent and further replied/answered by agents. In case of voice - answered is calculated when the agent answers the call, and in case of digital - if the agent makes the first reply on the case post entering the work queue.
Digital Contacts Abandoned	Contacts which are abandoned in the work queue before the agent is assigned on the case. In case of voice - customer abandoned the call. In case of livechat - customer closed the chat/inactivity before the agent assignment.
% Contacts Abandoned	Percentage of contacts which were abandoned in the work queue i.e Contacts Abandoned / Contacts Offered.
Contacts Flew Out	Contacts re-routed to another work queue without getting assigned to the agent or abandoned by the customer post entering the work queue. It can be due to routing config or cancelled warm transfers.
Avg Speed of Answer	Avg speed of answer for all contacts which are answered within the work queue i.e speed of answer averaged over total contacts answered in the work queue.
Contacts Assigned Within SLA	Contacts which are assigned to the agents within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement.. The threshold is based on time to assign.
Contacts Answered Within SLA	Contacts which are answered by agents post assignment within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement. The threshold is based on speed of answer.
Chat Contacts Short Abandoned	Contacts which are abandoned in the work queue within a defined threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the short abandon section. This is applicable only for live chat channel only for Digital.
Transfer Completed	Count of contacts which are transferred to another work-queue or agent after agent assignment.
Avg Handle Time	Avg handle time for all contacts which are assigned to the agent for digital cases whereas answered by the agent for voice cases.
Avg. of Handle Time (Case Clock)	Duration that a contact is handled in the work queue based on case processing clock on the case i.e duration that the agent is actively working on the case. This will be only calculated for cases opened by the assigned agents.
Avg Agent Response Time	Avg response time by the agent on the contact in the work queue over total contacts answered.
Service Level - Accepted	This metric calculates for service level based on contacts assigned. % of contacts assigned to the agents within the defined SLA threshold over contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen.

Email

Let's have a look at the metrics:

Metrics	Dimension
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.
Contacts Offered	Contacts offered to the work queue i.e the contact that entered any work queue. A contact is every case/call that comes into queue - even if transferred. Every new offer to queue is counted as new contact offered. In case of transfer to same queue, it will be counted as 2.
Contacts Assigned	Contacts which are assigned to the agent post entering the work queue. Assignment is calculated for each contact offered to the work queue. This is only calculated for digital channels.
Contacts Answered	Contacts which are assigned to agent and further replied/answered by agents. In case of voice - answered is calculated when the agent answers the call, and in case of digital - if the agent makes the first reply on the case post entering the work queue.
Digital Contacts Abandoned	Contacts which are abandoned in the work queue before the agent is assigned on the case. In case of voice - customer abandoned the call. In case of livechat - customer closed the chat/inactivity before the agent assignment.
% Contacts Abandoned	Percentage of contacts which were abandoned in the work queue i.e Contacts Abandoned / Contacts Offered.
Contacts Flew Out	Contacts re-routed to another work queue without getting assigned to the agent or abandoned by the customer post entering the work queue. It can be due to routing config or cancelled warm transfers.
Avg Speed of Answer	Avg speed of answer for all contacts which are answered within the work queue i.e speed of answer averaged over total contacts answered in the work queue.
Contacts Assigned Within SLA	Contacts which are assigned to the agents within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement.. The threshold is based on time to assign.
Contacts Answered Within SLA	Contacts which are answered by agents post assignment within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement. The threshold is based on speed of answer.
Transfer Completed	Count of contacts which are transferred to another work-queue or agent after agent assignment.
Avg Handle Time	Avg handle time for all contacts which are assigned to the agent for digital cases whereas answered by the agent for voice cases.
Avg. of Handle Time (Case Clock)	Duration that a contact is handled in the work queue based on case processing clock on the case i.e duration that the agent is actively working on the case. This will be only calculated for cases opened by the assigned agents.
Avg Agent Response Time	Avg response time by the agent on the contact in the work queue over total contacts answered.
Service Level - Accepted	This metric calculates for service level based on contacts assigned. % of contacts assigned to the agents within the defined SLA threshold over contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen.

Social

Let's have a look at the various metrics:

Metrics	Dimension
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.
Contacts Offered	Contacts offered to the work queue i.e the contact that entered any work queue. A contact is every case/call that comes into queue - even if transferred. Every new offer to queue is counted as new contact offered. In case of transfer to same queue, it will be counted as 2.
Contacts Assigned	Contacts which are assigned to the agent post entering the work queue. Assignment is calculated for each contact offered to the work queue. This is only calculated for digital channels.
Contacts Answered	Contacts which are assigned to agent and further replied/answered by agents. In case of voice - answered is calculated when the agent answers the call, and in case of digital - if the agent makes the first reply on the case post entering the work queue.
Digital Contacts Abandoned	Contacts which are abandoned in the work queue before the agent is assigned on the case. In case of voice - customer abandoned the call. In case of livechat - customer closed the chat/inactivity before the agent assignment.
% Contacts Abandoned	Percentage of contacts which were abandoned in the work queue i.e Contacts Abandoned / Contacts Offered.
Contacts Flew Out	Contacts re-routed to another work queue without getting assigned to the agent or abandoned by the customer post entering the work queue. It can be due to routing config or cancelled warm transfers.
Avg Speed of Answer	Avg speed of answer for all contacts which are answered within the work queue i.e speed of answer averaged over total contacts answered in the work queue.
Contacts Assigned Within SLA	Contacts which are assigned to the agents within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement.. The threshold is based on time to assign.
Contacts Answered Within SLA	Contacts which are answered by agents post assignment within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement. The threshold is based on speed of answer.
Transfer Completed	Count of contacts which are transferred to another work-queue or agent after agent assignment.
Avg Handle Time	Avg handle time for all contacts which are assigned to the agent for digital cases whereas answered by the agent for voice cases.
Avg. of Handle Time (Case Clock)	Duration that a contact is handled in the work queue based on case processing clock on the case i.e duration that the agent is actively working on the case. This will be only calculated for cases opened by the assigned agents.
Avg Agent Response Time	Avg response time by the agent on the contact in the work queue over total contacts answered.
Service Level - Accepted	This metric calculates for service level based on contacts assigned. % of contacts assigned to the agents within the defined SLA threshold over contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen.

Raw Data

The metrics are defined below:

Name	Description
Work Queue Offer Timestamp	Date when the contact entered the work queue.
Work Queue	Provides the name of the associated work queue. In case 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.
Case Number	Indicates the unique number for a case.
Case Details	Indicates the details of the case.
Contact ID	Indicates the unique ID for every contact that is offered to the work queue.
Contacts Offered	Contacts offered to the work queue i.e the contact that entered any work queue. A contact is every case/call that comes into queue - even if transferred. Every new offer to queue is counted as new contact offered. In case of transfer to same queue, it will be counted as 2.
Contacts Assigned	Contacts which are assigned to the agent post entering the work queue. Assignment is calculated for each contact offered to the work queue. This is only calculated for digital channels.
Contacts Answered	Contacts which are assigned to agent and further replied/answered by agents. In case of voice - answered is calculated when the agent answers the call, and in case of digital - if the agent makes the first reply on the case post entering the work queue.
Digital Contacts Abandoned	Contacts which are abandoned in the work queue before the agent is assigned on the case. In case of voice - customer abandoned the call. In case of livechat - customer closed the chat/inactivity before the agent assignment.
% Contacts Abandoned	Percentage of contacts which were abandoned in the work queue i.e Contacts Abandoned / Contacts Offered.
Contacts Flew Out	Contacts re-routed to another work queue without getting assigned to the agent or abandoned by the customer post entering the work queue. It can be due to routing config or cancelled warm transfers.
Avg Speed of Answer	Avg speed of answer for all contacts which are answered within the work queue i.e speed of answer averaged over total contacts answered in the work queue.
Contacts Assigned Within SLA	Contacts which are assigned to the agents within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement.. The threshold is based on time to assign.
Contacts Answered Within SLA	Contacts which are answered by agents post assignment within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement. The threshold is based on speed of answer.
Transfer Completed	Count of contacts which are transferred to another work-queue or agent after agent assignment.
Avg Handle Time	Avg handle time for all contacts which are assigned to the agent for digital cases whereas answered by the agent for voice cases.
Avg. of Handle Time (Case Clock)	Duration that a contact is handled in the work queue based on case processing clock on the case i.e duration that the agent is actively working on the case. This will be only calculated for cases opened by the assigned agents.
Avg Agent Response Time	Avg response time by the agent on the contact in the work queue over total contacts answered.
Service Level - Accepted	This metric calculates for service level based on contacts assigned. % of contacts assigned to the agents within the defined SLA threshold over contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen.