Omnichannel Queue Report
Updated
The Omnichannel Queue Report delivers a unified, contact‑level view of workload performance across voice and digital channels. It calculates and visualizes key operational, service, and workforce metrics at both Parent and Child workload levels, ensuring consistent measurement across all interaction types. All metrics are computed using a Contact ID, enabling end‑to‑end tracking of each customer interaction from creation to completion. Interactive dashboards support detailed operational analysis, helping stakeholders monitor service levels, agent productivity, workload distribution, and overall contact handling efficiency. For additional details regarding the Contact ID, please refer to this article.
Below are some of the scenarios in which this Report is beneficial:
Operational performance monitoring: Monitor offered, answered, and responded‑to contacts to evaluate real‑time and historical workload trends across queues and communication channels.
Service level management: Track Service Level (SL%), Average Speed of Answer (ASA), and response times to ensure adherence to defined service‑level agreements (SLAs).
Workforce optimization: Analyze occupancy, utilization, focus time, and WFM locked forecast capacity to make informed staffing and scheduling decisions.
Channel and queue comparison: Compare performance across voice and digital channels, as well as Parent and Child workloads, to identify bottlenecks and operational inefficiencies.
Transfer and contact flow analysis: Assess transfer‑out behavior and contact movement patterns to improve routing strategies and increase first‑contact resolution.
Agent performance insights: Use disposition and sub‑disposition data to evaluate agent handling patterns, contact outcomes, and opportunities for coaching or process improvement.
Metrics and Dimensions
The following are the Metrics and Dimensions available under the Omnichannel Queue Report:
