‎Voice Work Queue Performance | Sprinklr Help Center

Voice Work Queue Performance

Updated

14 days ago

Monitor real-time updates and track service level agreements specifically at the queue level in order to effectively manage priority calls. Additionally, ensure that agent allocation is optimized to enhance efficiency and responsiveness in handling these calls.

Scenarios in which Queue Reports are used:

The scenarios are listed below:

Monitor real-time queue activity and service level agreement (SLA) adherence to quickly identify queues that need immediate attention.
Prioritize high-impact or urgent customer interactions based on queue-level performance metrics.
Reallocate agents across queues to balance workloads and address spikes in demand.
Reduce queue backlogs and improve response times by proactively managing staffing levels.
Optimize agent utilization by aligning available resources with current queue volumes and SLA targets.
Ensure critical customer calls are handled within defined service levels, improving overall service quality.

Dashboard Sections

The dashboard sections are listed below:

Overview
Raw data

Overview

i) This section summarizes historical work queue performance including offered, handled, abandoned, and short-abandoned calls, handle time, talk time, and agent availability, aiding in resource allocation and SLA tracking.

ii) For calls directly assigned without a shared queue, the work queue will display as 'Dummy work queue' with work queue ID '-1'.

iii) Work queue will show 'Work queue ID' if they are not shared with the user.

iv) Only conversations from voice accounts / voice applications shared with the user are visible in the report.

The metric/dimensions are listed below:

SLA Levels

Queue Summary - Interval Split

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 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 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.
Contacts Not Answered	Contacts which are assigned to agent but were not answered by the agents.
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.
Service Level Accepted	% of contacts which were answered/accepted by agents within the defined threshold over total contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics " screen
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.
Contacts Answered with 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
% Contacts Abandoned	Percentage of contacts which were abandoned in the work queue i.e Contacts Abandoned / Contacts Offered.
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 Ring Time	Time take by a contact to get answered or accepted by the agent post the contact is assigned to the agent.
Average Talk Time	Avg Talk Time of the contact with respect to each contact answered in the work queue i.e Talk Time / Contacts Answered. This is applicable for voice channel only.
Average Hold Time	Avg Hold Time of the contact with respect to each contact answered in the work queue i.e Hold Time / Contacts Answered. This is applicable for voice channel only.
Average ACW Time	Avg Wrap Time of the contact with respect to each contact answered in the work queue i.e ACW Time / Contacts Answered. This is applicable for voice channel only.

Raw Data

i) This section presents detailed records of each contact assignment and associated actions at the queue level, supporting thorough audits and detailed trend analysis.

ii) For contacts directly assigned without a shared queue, the work queue will display as 'Dummy work queue' with work queue ID '-1'.

iii) Work queue will show 'Work queue ID' if they are not shared with the user.

iv) Only conversations from voice accounts / voice applications shared with the user are visible in the report.

The metrics are listed below:

Name	Description
Date	Date when the contact entered the work queue
Case Details	Associated case to the event, which includes the Case subject, Case ID and the Description.
Case Number	The ID number associated to the Case Details.
Conversation ID	Conversation ID is a unique identifier assigned to a conversation thread or interaction, allowing the system to track, associate, and report on all activities related to that conversation.
Contact ID	Indicates the unique ID for every contact that is offered to the work queue.
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.
Direction	Direction indicates the flow of an interaction or call, identifying whether it is Inbound or Outbound.
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 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 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.
Contacts Not Answered	Contacts which are assigned to agent but were not answered by the agents.
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.
Contacts Answer Timestamp	Timestamp when the contact was answered by the agent i.e first response time in cases of digital, and agent answer in cases of voice.
Speed of Answer	Time taken for a contact to be answered by the agent in the work queue. It captures time from work queue entry time till the contact is answered. This is only captured for contacts answered.
Service Level Accepted	% of contacts which were answered/accepted by agents within the defined threshold over total contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics " screen.
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.
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
% Contacts Abandoned	Percentage of contacts which were abandoned in the work queue i.e Contacts Abandoned / Contacts Offered.
Transfer Completed	Count of contacts which are transferred to another work-queue or agent after agent assignment
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 "Standard Metrics Screen".
Ring Time	Time take by a contact to get answered or accepted by the agent post the contact is assigned to the agent.
Talk Time	Total time that agent and customer were on the call in the particular work queue
Hold Time	Total hold time that the agent puts the customer on hold in the particular work queue, Hold Time/ Contacts Answered.
ACW Time	Total Time spent filling the ACW after the call has ended. This can include time spent with the ACW on the screen post call, during call or in pending state depending on values selected in "Standard Metrics Screen".

Name	Description
Service Level - Accepted	% of contacts which were answered/accepted by agents within the defined threshold over total contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics " screen
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.