Digital Queue Performance Extract
Updated
The Digital Queue Performance Extract provides an aggregated, queue‑level snapshot of how digital support queues are performing over time. This indicates the performance at a contact level (multiple assignments happening at the work queue, where one case can have multiple contacts. Its purpose is to help operations, workforce management, and analytics teams understand workload, efficiency, and service health across all digital channels (email, chat, messaging, social, in‑app, etc.)
Purpose
To monitor queue health, identifying bottlenecks, and delays
Plan staffing and support operational reporting by understanding surges by hour/day/channel to optimize workforce availability
Track SLA performance and improve routing by detecting patterns in missed SLAs and managing overloaded or underutilized queues
Understanding channel shifts - monitor volume changes across chat, email, messaging, etc.
Extract Configuration and Availability
The extract configuration and availability details are listed below:
Extract Attribute | Details |
Channel Split | No channel-level split is provided |
Agent Split | No agent-level split is provided |
Granularity | Each row is a granular data of unique contact ID created in the work queue |
Date Filter | Extract depicts data based on "Work Queue Offered Timestamp" of the particular contact |
Update Frequency | Near real-time after the "Work Queue Offered Timestamp" |
Custom Field Behavior | Custom Fields explicitly not supported. However, these can be mapped from Call Details Extract based on same Case Details |
Data Schema
The schema details are listed below:
Metrics | Definition | Unique Key | Data Type | Is Null |
Date | Date when the contact entered the work queue. | Date | N | |
Case Details | Associated case to the event, which includes the Case subject, Case ID and the Description. | Varchar | N | |
Case Number | The ID number associated to the Case Details. | Y | Number | N |
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. | Varchar | N | |
Work Queue ID | Indicates the unique ID of each associated work queue. | Y | Varchar | N |
Contact ID | Unique identifier for the Contact determined by assignment transitions. | Y | Varchar | N |
Work Queue Offer Timestamp | Indicates the time when work was offered to the work-queue. | Y | Timestamp | N |
Contacts Offered | Contacts which 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 including transfers. | Number | N | |
Contact Assigned | Contacts which are assigned to the agent post entering the work queue including the dummy/system queue in case of direct assignments. In case of voice, it also considers the calls which were offered to agents but were not accepted by agent. | Number | 0 if Null | |
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. | Number | 0 if Null | |
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 reply on the case post assignment. | Number | 0 if Null | |
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. | Number | 0 if Null | |
Contacts Not Answered | This is a custom measurement and no description is available. | Number | 0 if Null | |
Chat Contacts Abandoned | Total count of contacts which are abandoned before agent is assigned or call is not connected. 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. | Number | 0 if Null | |
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. | Number | 0 if Null | |
Contacts Flew Out | Count of contacts that flew out to another work-queue before getting assigned to an agent. | Number | 0 if Null | |
Speed of Answer | Time taken for a contact to be answered by the agent in the work queue. This is only captured for contacts answered. | Time | 0 if Null | |
Contact Answer Timestamp | Gives the timestamp when contact was answered by the agent. | Timestamp | "-" if Null | |
Agent Response Time | Gives total Agent Response time. It is the sum of first response time after assignment and further response time after fan messages. | Time | 0 if Null | |
Handle Time | Duration that a contact is assigned to the agent in the work queue. | Time | 0 if Null | |
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. | Time | 0 if Null |
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 the related article.
Note:
Each row represents a unique Contact ID, corresponding to a single interaction entering a specific work queue, refer to the related article.
A single Conversation ID may generate multiple rows if the interaction moves across multiple work queues (due to transfers or routing changes). The extract is queue-centric and does not provide agent-aggregated metrics.
Metrics such as Contacts Offered, Assigned, Answered, Short Abandoned, and SLA metrics are governed by thresholds configured at the work queue level under Queue Standard Metrics settings.