Case Queue Extract
Updated
The Case Queue Extract captures structured, time-bound records representing the movement of cases across case queues during their lifecycle - where each case queue represents various stages of the case. Each record reflects a discrete case queue session — beginning when a case is assigned to a particular case queue and ending when it is unassigned or routed to stage or case queue
Purpose
Provide case queue-session level data for digital case interactions
Enable analysis of queue dwell time and routing efficiency.
Support identification of operational bottlenecks and SLA risk.
Allow detailed tracking of case movement across queues.
Extract Configuration and Availability
The extract configuration and availability details are listed below:
Extract Attribute | Details |
Channel Split | Digital channels (based on Channel (Snapshot)) |
Agent Split | Not agent-level; reflects case queue sessions only |
Granularity | One row per case per case queue session |
Date Filter | Extract depicts data based on "Case Queue Assign Time" |
Update Frequency | 1 mins after "Case Queue Assign Time" |
Custom Field Behavior | Custom Fields by default are not added in this extract but feasibility of custom field exists in the particular extract based on below:
Default Behavior: 1. Case Custom Field: Snapshot Value at time of event creation |
Data Schema
The schema details are listed below:
Metrics | Definition | Unique Key | Data Type | Is Null |
Case Creation Time | Indicates the time for when the case was created. This metric will not aggregate data of cases based on time interval. | Y | Timestamp | N |
Case Number | The ID number associated to the Case Details. | Y | Number | N |
Case Details | Associated case to the event, which includes the Case subject, Case ID and the Description. | Varchar | N | |
Account | The name of the social network account. When used with case details, this will display the name of the "Brand Account" through which the first message associated to the case is grabbed. Messages are ordered in a case based on the time they were associated to the case, not necessarily the date and time the messages were created. | Varchar | N | |
Channel (Snapshot) | Provides the name of the channel that is associated to the case at the time of the particular action. Once the channel is changed, any action done on the case post that will be reported against the changed channel name i.e it will indicate the snapshot channel associated to the case. | Y | Varchar | N |
Case Queue | Indicates the name of the queue to which the case entered. In case, case has been part of multiple case queues, all will appear in separate rows. | Y | Varchar | N |
Case Queue Assign Time | Date TimeStamp when the particular case was assigned to the Case Queue. | Y | Timestamp | N |
Case Queue UnAssign Time | Date Time stamp when the particular case was un-assigned to the Case Queue. | Timestamp | N | |
Case Queue Duration | Measures the time a particular case has spent in a particular case queue from the time the case entered the queue. | Time | N |
Data Settings
Reporting Preferences allow users to customize the default formats for specific metric types. These preferences are applied at the user level. If no changes are made, the system will continue to honor the following defaults:
Default Date Format: Day, MM DD, YYYY - Eg: Tue, Jan 15, 2026
Default Timestamp Format: MM DD, YYYY, HH:MM AM/PM - Eg: Jan 15, 2026, 12:36 AM
Default Time Duration Format: HH (h) MM (min) SS (s) - Eg: 3h 02m 35s
For more details, refer to this article.
When Custom Fields are added in an Extract, they must be treated as Unique Key during calculations to ensure accuracy and consistency.
Note:
Each row represents a unique queue session for a case, defined by Case Queue Assign Time and Case Queue UnAssign Time.
A single case may generate multiple rows if:
It moves across multiple case queues.
It is reassigned within the workflow.
It re-enters a queue after routing/ customer response