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Voice Queue Performance Report

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1 day ago

The Voice Queue Performance Report delivers queue-level operational insights for voice interactions, with Contact ID serving as the core unit of measurement. It highlights key voice-specific handling and conversation metrics, including talk time, hold time, ring time, after-call work (ACW) time, and service levels.

Below are some of the scenarios in which this Report is beneficial:

Accurate Workload Measurement: Track and quantify voice workload at the queue level with precision.
SLA & Speed-of-Answer Monitoring: Measure service levels and response times to ensure compliance and efficiency.
Agent Handling Analysis: Gain detailed insights into agent performance, including handling times and interaction quality.
Workforce Planning & Optimization: Use data to forecast demand, allocate resources, and optimize staffing capacity.
Cross-Channel Correlation: Connect voice metrics with digital, agent, and case-level reports for a holistic view of operations.

You can refer to the Overview report for more details on Conversation ID and Contact ID.

Attributes

Attributes	Status
Support of Work Queue Custom Field	NA
Support of Case Custom Field	Case Level Custom Fields (CF) are supported in this report. Plotting any Case-level CF will display the value attribute for that field on the case. This same value will be shown for all contacts within that case, even if there are multiple conversation IDs

Metric and Dimensions

The following are the Metrics and Dimensions available under the Voice Queue Performance Report:

Metrics

Dimensions

Name	Description
Contacts Offered	Contacts that are 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 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 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 Not Answered	Contacts which are assigned to agent but were not answered by the agents
Contacts Abandoned	Contacts which are abandoned in the work queue before the agent is assigned on the case. Contact is marked as abandoned/ dropped if: In case of voice - customer abandoned the call In case of livechat - customer closed the chat/ inactivity before the agent assignment
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 voice and live chat channel
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 - Answered	Service Level calculates the % of contacts which were answered within the defined threshold over total contacts offered to the work queue within the defined 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
% Contacts Abandoned	% of contacts which were abandoned in the work queue i.e Contacts Abandoned / Contacts Offered.
Handle Time	Duration that a contact is handled in the work queue - based on talk time, hold time, wrap time, preview time etc on the contact. The config is based on metrics selected in the "Standard Metrics" screen under the Handle Time section
Avg Handle Time	Avg handle time for all contacts which are answered by the agents within the work queue i.e Average Handle Time= (Contacts Answered / Handle Time)
Ring Time	Time take by a contact to get answered/ accepted by the agent post the contact is assigned to the agent. Note: This is applicable for voice channel only.
Talk Time	Total time that agent and customer were on the call in the particular work queue. Note: This is applicable for voice channel only.
Avg Talk Time	Avg Talk Time of the contact with respect to each contact answered in the work queue i.e. Average Talk Time= (Contacts Answered / Talk Time) Note: This is applicable for voice channel only.
Hold Count	Number of times a contact was put on hold by the agent in the particular work queue. Note: This is applicable for voice channel only
Hold Time	Total hold time that the agent puts the customer on hold in the particular work queue
Avg Hold Time	Avg Hold Time of the contact with respect to each contact answered in the work queue i.e. Average Hold Time=(Contacts Answered / Hold Time) Note: This is applicable for voice channel only.
ACW Time	Total ACW time that agent spent completing the ACD during the particular voice contact. Note: This is applicable for voice channel only
Avg ACW Time	Avg Wrap Time of the contact with respect to each contact answered in the work queue i.e. Average ACW Time=(Contacts Answered / ACW Time). Note: This is applicable for voice channel only

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
Work Queue ID	Indicates the unique ID of each associated work queue
Date	Date when the contact entered the work queue