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Queue Performance Voice

Updated

11 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 to Use Queue Reports

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

Let’s understand the various metrics in details:

Name	Description
Call Start Interval:	Displays the precise start time of each individual call. When aggregated, it provides the time range during which calls were initiated.
Work Queue	Shows the name of the associated work queue. If the queue is not shared with the user, it displays the unique ID of the queue instead.
Work Queue ID	Represents the unique ID of each associated work queue.
Total Calls (Per Assignment)	Shows the total number of times a call has been assigned to the queue, including direct IVR assignments and transfers from other queues. Re-entered conversations are counted multiple times.
Total Calls Taken (Per Assignment)	Displays the total number of times a call was answered or connected by an agent in the associated queue, with re-entered conversations counted for each assignment.
Total Calls Abandoned (Per Assignment):	Shows the total number of times a call was abandoned or not connected by the agent in the associated queue. Re-entered conversations are counted separately for each assignment and its outcome.
Total Calls Short Abandoned (Per Assignment):	Shows the total number of times a call was abandoned or not connected by the agent in the associated queue, according to the assignment and the threshold defined in the "service settings screen”
Number of Calls Abandoned in Queue (Per Assignment)	Tracks the number of calls abandoned in the queue prior to agent assignment. If the same conversation re-enters the queue, it will be counted for each assignment based on the outcome.
Number of Calls Abandoned While Ringing (Per Assignment):	Tracks the number of calls abandoned during the ringing stage in the queue. If the same conversation re-enters the queue, it will be counted for each assignment based on the outcome.
Service Level (Per Assignment)	Measures the queue's SLA by calculating the ratio of calls answered within SLA (per assignment) to total calls (per assignment), minus the calls abandoned within SLA (per assignment). SLA preset can be applied to determine the SLA percentage for the defined threshold in the “service settings screen”
Time to Answer	Shows the time duration for which a call is answered by the agent in a queue for each assignment. If the same conversation re-enters the queue, it will be counted for both assignments based on the outcome.
Max Time to Answer	Displays the time duration a call is answered by an agent in a queue for each assignment. If the same conversation re-enters the queue, it will be counted for both assignments based on the outcome.
Time to Abandon	Provides the time duration a call is abandoned in the queue without being answered by an agent for each assignment. If the same conversation re-enters the queue, it will be counted for both assignments based on the outcome.
Max Time to Abandon	Shows the duration a call is abandoned in the queue without being picked up by an agent, for each assignment to the queue. If the same conversation re-enters the queue, it will be counted for both assignments based on the outcome.
Count of Available Agents	Represents the total number of agents marked as available in a particular queue. If an agent is part of multiple queues, they will be counted in each queue where they are available.
Count of Logged In Agents	Represents the total number of agents logged into a particular queue. If an agent is part of multiple queues, they will be counted in each queue they are logged into.
Hold Count (Per Assignment)	Represents the number of times a customer was placed on hold by the agent during a specific conversation. Hold Time (Per Assignment): Represents the total duration for which the agent placed the customer on hold during a specific conversation in the associated queue.
Talk Time (Per Assignment)	Represents the total duration of the conversation between the agent and the customer in the associated queue, including the talk time during the call.
ACW Time (Per Assignment)	Indicates the time the agent spends in After-Call Work (ACW) after the call ends for a particular conversation in the associated queue. This includes time on the ACW screen post-call, during the call, or in a pending state, based on the configurations in the "service settings screen
Count of Calls Flew In	Represents the total number of times a call entered a queue, based on the number of assignments to the specific queue.
Count of Calls Flew Out	Represents the total number of times a call exited a queue, based on the number of assignments to the specific queue.