‎Digital Work Queue Performance Report

Digital Work Queue Performance Report

Updated

14 days ago

Monitor real-time updates and assess the service levels at the queue level to effectively optimize the allocation of agents for various digital channels. This approach ensures that resources are utilized efficiently, enhancing the overall customer experience by providing timely assistance and support where it is most needed.

Scenarios in which Digital Work Queue Performance Report is used

Optimize Agent Staffing Across Digital Queues: Monitor queue-level service metrics in real time to identify channels experiencing high demand and dynamically allocate agents where support is needed most.
Prevent SLA Breaches and Customer Wait Times: Track service levels across digital channels to proactively detect queues at risk, enabling supervisors to take corrective action before customer experience is impacted.
Improve Operational Efficiency and Resource Utilization: Use real-time queue performance insights to balance workloads across teams, reduce idle capacity, and ensure agents are utilized effectively across digital support channels.

Dashboard Sections

The various dashboard sections are listed below:

Overview
Live Chat
Email
Social
Raw Data

Overview

The details are listed below:

Summarizes historical work queue performance, including offered, handled, abandoned, average wait time, and average handle time metrics for digital interactions, based on work queue assignment time.

Measures performance from the point an interaction enters a work queue, not when it is assigned to an agent.

Queues that are not shared with you are displayed using their Work Queue ID.

Includes only interactions assigned through automated queue-based or skill-based routing; manually assigned interactions are excluded.

Name	Definition
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.
Average 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
Average 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.
Average 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

This section presents digital work queue metrics specifically filtered for Live Chat assignments.

Note: Users should apply the same interpretative logic here as in the overall section for accurate performance insights in the selected channel.

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.
Average 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 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
Average 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.
Average 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
Average 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

This section presents digital work queue metrics specifically filtered for Email assignments.

Note: Users should apply the same interpretative logic here as in the overall section for accurate performance insights in the selected channel.

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.
Average 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
Average 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
Average 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

This section presents digital work queue metrics specifically filtered for Social channel assignments.

Note: Users should apply the same interpretative logic here as in the overall section for accurate performance insights in the selected channel.

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.
Average 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 Answered 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
Transfer Completed	Count of contacts which are transferred to another work-queue or agent after agent assignment
Average 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.
Average 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
Average 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

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	Case Number is a unique identifier assigned to a case, ticket, incident, or record to distinguish it from all other cases in a system.
Case Detail	Case Details refers to the complete information and context associated with a specific case. It provides a comprehensive view of the case, enabling users to understand its status, history, owner, and related interactions.
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.
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 Handle Time	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. 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