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Queue Performance Voice

Updated

2 days ago

A Queue Performance Voice Report that tracks real-time updates and service level agreements (SLAs) at the queue level plays a crucial role in managing and optimizing call center operations. This report continuously monitors and provides immediate insights into how well the contact center is meeting its predefined service level targets, such as the percentage of calls answered within a certain time frame.

The report tracks real-time updates, enabling managers to monitor current queue conditions, including wait times, call volumes, and agent availability. This allows for rapid intervention if service levels are at risk, such as reallocating agents or adjusting resources to handle higher volumes.

Scenarios in which Queue Reports are used:

Monitoring SLA Compliance: Track whether calls are answered within the defined service level targets, ensuring that SLAs are met.
Optimizing Agent Allocation: Use real-time data on call volume and queue wait times to allocate agents effectively, especially during peak times or high call volumes.
Identifying Call Abandonment: Analyze abandonment rates to identify patterns in customer drop-offs and adjust staffing or processes to reduce abandonment.
Evaluating Agent Performance: Measure how well agents are handling calls in the queue, identifying top performers and areas for improvement.
Improving Customer Satisfaction: Reduce wait times and improve call resolution by prioritizing high-urgency calls and ensuring calls are answered quickly and efficiently.

Dashboard Sections

Let’s deep dive into the dashboard sections:

Queue Performance
Raw Data

Queue Performance

This particular section is divided into 2 parts:

Queue Summary: The Queue Summary provides comprehensive details about queues, including information on calls handled, abandoned calls, service levels, handle time, talk time, and more.
SLA Levels: It provides comprehensive information about SLA levels for each work queue.

Queue Summary

Let’s understand the various metrics in details:

Name	Description
Date	Time interval for when the particular call was assigned to the work queue. It is based on Work Queue Assignment Time (Based on aggregation selected at the widget level, this can break into 15mins range to quaterly range and so on)
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.
Original Queue Associated with Call	Indicates entire list of skills which were originally associated to the call in a comma separated format.
Total Calls Offered	Total number of times a call has been assigned to the associated queue. This can be either directly from IVR or transferred from other queue. In case the same conversation enters the queue again, it will be counted for both assignments.
Calls Orginated in Queue	Measures the count of calls which were originated in the queue or were first assigned to this queue based on each unique assignment to the queue.
Calls Few In	Total number of times a call flew in to a queue based on the number of assignments to the particular queue.
Total Calls Handled	Total number of times a call was answered/connected by the agent in the associated queue based on their assignment. In case the same conversation enters the queue again, it will be counted for both assignments.
Total Calls Abandoned	Total number of times a call was abandoned / not connected by the agent in the associated queue based on their assignment. In case the same conversation enters the queue again, it will be counted for both assignments based on each assignment outcome.
Total Calls Short Abandoned	Total number of times a call was abandoned / not connected by the agent in the associated queue based on their assignment as per the threshold selected in "service settings screen".
Calls Abandoned in Queue	Measures the number of calls which got abandoned in the queue before the agent assignment. In case the same conversation enters the queue again, it will be counted for both assignments based on outcome.
Calls Abandoned while Ringing	Measures the count of calls which were abandoned in a queue in the ringing stage. In case the same conversation enters the queue again, it will be counted for both assignments based on outcome.
Service Level Pct	Measures the SLA for the queue based on: Number of Calls answered within SLA (Per Assignment) / Total Calls (Per Assignment) - Number of Calls abandoned within SLA (Per Assignment). SLA preset can be added on the metric to get the SLA% for the required threshold.
ASA	Time to Answer (Per Assignment) / Total Calls Taken (Per Assignment)
Max Delay Answer	Gives the time duration in which a call is answered by the agent in a queue for each assignment to the queue. In case the same conversation enters the queue again, it will be counted for both assignments based on outcome.
Average Delay Abandon	Time to Answer (Per Assignment) / Total Calls Taken (Per Assignment).
Max Dealy Abandon	Gives the time duration in which a call is abandoned in a queue without getting picked by agent for each assignment to the queue. In case the same conversation enters the queue again, it will be counted for both assignments based on outcome.
Available Agents	Total numbers of agents who have the status marked as available in to the particular queue. If an agent is part of multiple queues, it will appear as a count in both queues.
Staffed Agents	Total numbers of agents who are logged in to the particular queue. If an agent is part of multiple queues, it will appear as a count in both queues.
Hold Count	Number of times customer was put on hold by agent for the particular conversation.
Total Talk Time	otal talk time on the call with agent and customer on the particular conversation in the associated queue.
Total Hold Time	Total time the call was put on hold by the agent for the particular conversation in the associated queue.
Total ACW Time	Time spent filling the ACW after the call has ended for the particular conversation in the associated queue. This can include time spent with the ACW on the screen post call, during call or in pending state depending on values selected in "service settings screen".
Total Handle Time	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc depending on the values selected in "service settings screen".
Average Handle Time (Per Assignment)	Average handling time of the call based on talk time, hold time, wrap time over total number of calls which were taken/ connected with the agent. It will measure basis each unique assignment.
Flew Out (Per Assignment)	Total number of times a call flew out from a queue based on the number of assignments to the particular queue.