‎Virtual Queue Reporting | Sprinklr Help Center

Virtual Queue Reporting

Updated

7 hours ago

A Virtual Queue (VQ) Reporting offers end-to-end visibility into how calls progress through the entire voice routing lifecycle—starting from the IVR, moving across one or more Work Queues, and ultimately being handled by an agent. A Virtual Queue represents a logical service pathway (For example, Billing, English Support, Tier 2 Escalation) that captures the intent and routing context of a call rather than a fixed queue.

As calls traverse the system, their associated Virtual Queue can dynamically evolve based on routing decisions, transfers, or escalation logic. This enables more accurate tracking of the customer journey and provides deeper insights into wait times, handling efficiency, and SLA adherence at each stage of the interaction.

The VQ value can be updated at multiple points during the call lifecycle:

Before Work Queue Assignment (IVR Stage): During the IVR stage, the VQ may be reassigned if the originally selected service is unavailable due to conditions such as out-of-hours operations, high load, or emergency routing. In such cases, the call is retagged to another available service.
At Work Queue Assignment: For each record, the case queue value is captured as it exists at the time of assignment.

In reporting, a new entry is generated whenever a unique combination of Work Queue, Virtual Queue, and Agent occurs, ensuring that each distinct routing scenario is captured accurately.

Note: Access to this feature is controlled by DP - VOICE_AGENT_PERFORMANCE_V2_ENABLED and VIRTUAL_QUEUE_REPORTING_ENABLED dynamic property. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.

Virtual Queue Reporting Metrics (Queue View)

The following are the Metrics and Dimensions available under the Virtual Queue Report (Queue View):

Metrics

Dimensions

Virtual Queue Reporting Metrics (Transfer View)

The following are the Metrics and Dimensions available under the Virtual Queue Report (Transfer View) that is part of Service Analytics:

Metrics

Dimensions

Dimension	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.
Conversation ID	Indicates the unique ID associated with that particular call. There can be multiple calls associated to a case, and each call will have a separate and unique conversation ID.
Case Number	The ID number associated to the Case Details.
Call Start Time	The time at which the call was initiated.
Case Details	Details of the case.
Call Transfer Initiator	Details of the user who initiated the transfer.
Call Transfer Initiator ID	The ID number of the user who initiated the transfer.
Type of Transfer	Type of transfer initiated - Warm/Blind/Queue/IVR.
Transfer Initiated VQ	Virtual Queue before transfer.
Transfer Destination VQ	Virtual Queue after transfer.
Transfer Initiated At	Timestamp indicating when the transfer was initiated.
Final Warm Transfer Time	Represents the time taken to complete the last warm transfer in an interaction, from initiation to successful handoff to the receiving agent.
Was Transferred Successfully?	Indicates whether the interaction transfer was completed successfully, marked as true/1 when the transfer is successful.
Was Warm Transferred Successfully?	Indicates whether a warm transfer was successfully completed, marked as true/1 when the interaction is handed off to another agent with prior consultation.
Call Transferred To	Represents the destination (agent, queue, or endpoint) to which the call was transferred.
Transferred Queue ID	Represents the unique identifier of the queue to which the interaction was transferred.
Transferred Queue Name	Represents the name of the queue to which the interaction was transferred.
Transferred Picked Up At	Represents the date and time when the transferred interaction was answered by the receiving agent or queue.
Call Transfer Receiver (Agent)	Represents the agent who receives the transferred call and continues handling the interaction.
Call Transfer Receiver ID (Agent)	Represents the unique identifier of the agent who receives the transferred call.
Call Transfer Receiver (External)	Represents the external party or number to which the call was transferred outside the organization.

Virtual Queue Reporting Metrics (Service View)

The following are the Metrics and Dimensions available under the Virtual Queue Report (Service View), that is part of Service Analytics:

Metrics

Dimensions

Metric	Description
Total Queue Time (Agent)	Represents the total duration an interaction spends waiting in the queue before being connected to an agent.
Number of Offered Calls	Represents the total count of calls that were presented to an agent or queue for handling during a given period.
Number of Connected Calls	Represents the total count of calls that were successfully answered and connected to an agent.
Ring Time (Agent)	Represents the duration for which a call rings before being answered by the agent.
Talk Time (Agent)	Represents the total duration an agent spends actively speaking with the customer during an interaction.
Hold Time (Agent)	Represents the total duration an agent places a customer on hold during an interaction.
Handle Time (Agent)	Represents the total time an agent spends managing an interaction, including talk time, hold time, and any after-call work associated with the call.
ACW Time (Agent)	Represents the duration an agent spends performing After-Call Work (ACW) following the completion of an interaction.
total Blind Transfers Initiated	Represents the total number of calls an agent transferred to another agent or queue without consulting the receiving party beforehand.
total Blind Transfers Received	Represents the total number of calls an agent or queue received as blind transfers, where the call was transferred without prior consultation.
total Warm Transfers Initiated	Represents the total number of calls an agent transferred to another agent or queue after first consulting or speaking with the receiving party.
total Warm Transfers Received	Represents the total number of calls an agent or queue received as warm transfers, where the transfer occurred after the transferring agent consulted with or informed the receiving agent.
total Transfers Initiated (Blind/Warm)	Represents the total number of calls an agent has transferred, including both blind and warm transfers, to other agents or queues.
total Transfers Received (Blind/Warm)	Represents the total number of calls an agent or queue has received through transfers, including both blind and warm transfers.
External Transfers Initiated (Agent)	Represents the total number of calls an agent has transferred to external parties or numbers outside the organization.
External Transfers Completed (Agent)	Represents the total number of calls successfully transferred by an agent to external parties or numbers outside the organization.

Dimension	Description
Virtual Queue	Indicates that the interaction was offered at that stage of the workflow. Each time a call or case enters a new routing stage or virtual queue, this metric is recorded as 1.
Work Queue	Shows whether the interaction was assigned to a work queue in that instance. The value is 1 when a work queue assignment occurs.
Direction	Indicates the flow of the interaction, specifying whether it is inbound or outbound. This metric captures the type of call or contact as it enters the virtual queue.
Case Number	Represents the unique identifier assigned to a case or interaction within the system, used to track and reference it throughout its lifecycle.
Conversation ID	Unique identifier for the voice interactions.
Assignment ID	Unique identifier for work queue assignment.
Current Virtual Queue of the case	Indicates that current case interaction of the Virtual Queue stage.
Agent	Represents the individual handling the interaction at a specific stage, recorded to track agent involvement and performance within the virtual queue.
Agent ID	Represents the unique identifier of the agent handling the interaction, used for tracking and reporting purposes within the virtual queue.
Call Start Time	Represents the date and time when the call or interaction begins, marking the official start of the engagement.
Customer Disconnect Time	Represents the date and time when the customer ends or disconnects from the interaction.
ACW Triggered At	Represents the date and time when the After-Call Work (ACW) period begins for the agent following the completion of the interaction.
Is ACW Submitted?	Indicates whether the agent has completed and submitted the After-Call Work (ACW) for the interaction, marked as true/1 when submitted.
ACW Submitted At	Represents the date and time when the agent submits the After-Call Work (ACW) for the interaction.
Call Disposition	Represents the outcome or classification of the call as recorded by the agent, indicating how the interaction was handled or resolved.
Call Sub-Disposition	Represents a more detailed classification of the call outcome, providing additional context or specifics under the main call disposition.
Agent Federation Id	Represents the unique federated identifier assigned to an agent, used to authenticate and track the agent across integrated systems.
Call Offered At	Represents the date and time when the call was first presented to the agent or queue for handling.
Agent Connected At Timestamp	Represents the date and time when the agent successfully connected with the customer and began handling the interaction.
Agent Disconnected At Timestamp	Represents the date and time when the agent ended or disconnected from the interaction.
Timestamp at which call was transfered	Represents the date and time when the call was transferred from one agent, queue, or endpoint to another.

Metric	Description
Total Calls (Per Assignment)	Total calls that entered this Virtual Queue (Per Assignment).
Total Calls Taken (Customer POV)	Total calls answered while in this Virtual Queue (Customer POV).
Total Abandoned Calls (Customer POV)	Total calls abandoned while in this Virtual Queue.
% Abandoned Calls (Customer POV) without % sign	Percentage of calls abandoned (Customer POV).

Dimension	Description
Date	The calendar date at which the activity occurred.
Virtual Queue	Indicates that the interaction was offered at that stage of the workflow. Each time a call or case enters a new routing stage or virtual queue, its value is recorded.
Work Queue	Shows whether the interaction was assigned to a work queue in that instance. Each time a a work queue assignment occurs, its value is recorded.

Metric	Description
Transfer Count	Number of transfers that were initiated by the agent, that is count of any transfer related activity including warm, blind, add to call, IVR transfers and so on.