‎Omnichannel Queue Report | Sprinklr Help Center

Omnichannel Queue Report

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10 hours ago

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:

Metrics

Dimensions

Name	Channel	Description
Contacts Offered	Omnichannel	Total contacts entering the work queue. Includes repeated entries such as transfers.
Contacts Assigned (Digital)	Digital	Contacts assigned to agents after entering the queue (digital only).
Contacts Assigned within SLA (Digital)	Digital	Contacts assigned within the defined SLA threshold for assignment time.
Contacts Answered	Omnichannel	Contacts responded to by agents (call answered for voice, first reply for digital).
Contacts Answered within SLA	Omnichannel	Contacts answered within the defined SLA threshold.
Contacts Not Answered	Omnichannel	Contacts assigned but not responded to by agents.
Contacts Abandoned	Omnichannel	Contacts which are abandoned in the work queue before the agent is assigned on the case. Contact is marked as abandoned if: 1.)For Voice - Customer abandoned/disconnected the call while waiting in the queue 2.)For Livechat - Customer closed the conversation, deleted the conversation. Please work with support team to get this dynamic property enabled: LIVE_CHAT_UNASSIGN_CASE_ON_FAN_CLOSE_OR_DELETE_ENABLED 3)For All Other Live Chat Scenarios/Channels- Needs following(refer to the screenshot) rule configuration while removing the case from the work queue.
Contacts Short Abandoned	Omnichannel	Contacts abandoned within a defined short threshold.
Contacts Abandoned within SLA	Omnichannel	Contacts abandoned within SLA-defined time.
Contacts Flow Out	Omnichannel	Contacts rerouted to another queue without being assigned or abandoned.
Queue Time	Omnichannel	Total time a contact spends in the queue before assignment or abandonment.
Avg Queue Time	Omnichannel	Average queue time across all contacts offered.
Time to Assign (Digital)	Digital	Time taken to assign a contact to an agent (digital only).
Avg Time to Assign (Digital)	Digital	Average time to assign contacts to agents.
Speed of Answer	Omnichannel	Time taken from queue entry to contact being answered.
Avg Speed of Answer	Omnichannel	Average time taken to answer contacts.
Service Level - Accepted	Omnichannel	% of contacts assigned/answered within SLA threshold (varies by channel).
Service Level - Answered	Omnichannel	% of contacts answered within SLA threshold out of total offered.
% Contacts Abandoned	Omnichannel	Percentage of contacts abandoned out of the total offered.
Time to Abandon	Omnichannel	Time spent before a contact is abandoned.
Avg Time to Abandon	Omnichannel	Average abandonment time.
Handle Time (Digital)	Digital	Time a contact is assigned to an agent (digital).
Avg Handle Time (Digital)	Digital	Average agent handling time for digital contacts.
Handle Time (Case Clock) (Digital)	Digital	Active working time based on the case processing clock.
Avg Handle Time (Case Clock) (Digital)	Digital	Average case processing handle time.
Agent Response Time (Digital)	Digital	Total response time across all agent-customer interactions.
Avg Agent Response Time (Digital)	Digital	Average response time per contact.
Transfer Completed	Omnichannel	Total number of completed transfers to another queue or agent.
Number of Agent Assignments (Digital)	Digital	Total number of agent assignments per contact.
Back to Queue Transfer	Omnichannel	Contacts automatically routed back to the queue due to system rules.
Handle Time (Voice)	Voice	Total call handling time (talk, hold, wrap, etc.).
Avg Handle Time (Voice)	Voice	Average handling time per answered call.
Ring Time (Voice)	Voice	Time taken for the agent to pick up the call after assignment.
Talk Time (Voice)	Voice	Total duration of the agent-customer conversation.
Avg Talk Time (Voice)	Voice	Average talk time per call.
Hold Count (Voice)	Voice	Number of times a call was placed on hold.
Hold Time (Voice)	Voice	Total duration of hold time during calls.
Avg Hold Time (Voice)	Voice	Average hold time per call.
ACW Time (Voice)	Voice	Time spent on after-call work.
Avg ACW Time (Voice)	Voice	Average after-call work time.
Internal Consult Time (Voice)	Voice	Time spent consulting internally with another agent.
External Consult Time (Voice)	Voice	Time spent consulting external participants.
Internal Conference Time (Voice)	Voice	Time spent in internal conference calls.
External Conference Time (Voice)	Voice	Time spent in external conference calls.
IVR Transfer Initiated (Voice)	Voice	Number of transfers initiated to IVR.
IVR Conference Count (Voice)	Voice	Number of IVR conference events.
External Transfer Initiated (Voice)	Voice	Transfers initiated to external entities.
External Transfer Connected (Voice)	Voice	Successful external transfer connections.
External Transfer Completed (Voice)	Voice	Completed external transfers.
Transferred to IVR (Voice)	Voice	Contacts redirected to IVR flow.
Estimated Wait Time	Omnichannel	Estimated waiting time for a contact at the queue level.
Contacts Assigned but No Agent Response	Omnichannel	Measures the number of Contacts that have been assigned to an agent where no agent response/message is sent after assignment (customer may have messaged).
Contacts Assigned but No Customer Response	Omnichannel	Measures the number of contacts that have been assigned to an agent where there are no customer messages/interactions after being assigned (agent may have messaged)
Back to Queue Transfer	Omni	Count of contacts which were automatically transferred back to queue due to the routing config. These are not manual transfers by the agent to the queue rather the automatic transfers back to the same queue
Estimated Wait Time	Voice	Estimated wait time that was announced for the particular contact.
Total Wait Time	Omnichannel	Total time customer spent waiting for contact to be answered. For voice this includes Queue Time & Ring Time; for Digital cases this includes Queue Time & FRT for answered contacts.
First Agent Response Time	Digital	Time difference between agent assignment & agent first response.
Total Consult Handle Time (Agent)	Voice	Total time the consulting agent spends connected to the original agent during a consult, including talk time and any hold time during the consult interaction.
Total Consult Talk Time (Agent)	Voice	Total time the consulting agent spends actively talking to the original agent during a consult interaction.
Total Consult Hold Time (Agent)	Voice	Total time the consulting agent is placed on hold by the original agent during a consult interaction.
Total Consult Wrapup Time (Agent)	Voice	Total time the consulting agent spends in after-call work after the consult interaction with the original agent ends.

Name	Channel	Description
Work Queue	Omnichannel	Name of the work queue associated with the contact. Note: The Work Queues field currently displays raw values (e.g., -1, -2), which may reduce clarity. These values will be replaced with descriptive labels, Dummy Work Queue and Direct Assignment from Holding Queue, while all other work queue values remain unchanged.
Work Queue ID	Omnichannel	Unique identifier of the work queue.
Date	Omnichannel	Date when the contact entered the queue.
Account	Omnichannel	Social or brand account associated with the case.
Account Group	Omnichannel	Grouping of multiple accounts under a client.
Case Number	Omnichannel	Unique identifier for the case.
Case Details	Omnichannel	Includes case subject, ID, and description.
Channel (Snapshot)	Omnichannel	Channel of the contact at the time of queue entry.
Agent Disposition	Omnichannel	Disposition selected by the agent during ACW.
Agent Sub-Disposition	Omnichannel	Sub-category of the disposition selected.
Case Creation Time	Omnichannel	Timestamp when the case was created.
Contact ID	Omnichannel	Unique identifier of each contact.
Contact Answer Timestamp	Omnichannel	Timestamp when the contact was answered.
Backup Work Queue	Omnichannel	Final queue where the contact was handled.
Contact Type	Omnichannel	Type of contact (transfer, callback, original, etc.).
Direction (Voice)	Voice	Indicates inbound or outbound call.
Dialer Type (Voice)	Voice	Type of dialer used (manual, preview, callback, etc.).
Call Start Time (Voice)	Voice	Timestamp when the call started.
Conversation ID (Voice)	Voice	Unique identifier for each call instance.
Work Queue Effective	Omnichannel	It identifies the actual queue used for assigning work to an agent. It returns the backup queue name if the assignment occurred via backup routing; otherwise, it returns the primary queue name.
CF Name (Work Queue) (Effective)	Omnichannel	Represents the custom field values associated with the effective work queue used for assignment. It derives values based on the actual queue handling the work (primary or backup) and surfaces the corresponding custom field values for that queue.
Account	Omnichannel	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.
Account Group	Omnichannel	The name of the Sprinklr Account Group. An Account Group is a collection of Accounts within a Client that can contain multiple social networks. You can create and edit these groups under Administration> Settings.
Day of Year	Omnichannel	This is the sequential day number starting with day 1 on January 1st
Time of Day	Omnichannel	The specific half-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.
Time of Day (30 minutes interval)	Omnichannel	The specific half-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.
Time of Day (15 Minute Interval)	Omnichannel	This is the sequential week number in the year starting the week count with Sunday.
Week of Year	Omnichannel	This is the sequential week number in the year starting the week count with Sunday.
Month Of Year	Omnichannel	The name of the Calendar Month on which the activity occurred.
Day of Week	Omnichannel	The name of the day of the week on which the activity occurred.
Day of Time Range	Omnichannel	This dimension specifies the respective day number in the selected time range. Note that the start date will be referred to as Day 1 and so on.
Assignee	Omnichannel	The Last Work Queue value is populated based on how the interaction is assigned to an agent. For direct manual assignments that do not involve a work queue (for example, OUTBOX → USER or USER-to-USER reassignment outside of a queue), the Last Work Queue value is set to -1, indicating that no queue context exists for the assignment. For queue-based assignments or when an agent manually picks an interaction from a queue, the system retains the actual Last Work Queue value because a valid Queue ID is available. Note: A value of -1 indicates that the interaction was assigned directly to a user without passing through a work queue.
Agent	Omnichannel	Displays the Sprinklr user to whom the conversation or case was assigned.
Agent ID	Omnichannel	Displays the unique Sprinklr user ID of the assigned agent.

This concludes our comprehensive coverage of the Omnichannel Queue Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.

Note: The Dummy Work Queue is displayed as a value when interactions are managed directly, rather than being allocated to an agent through work queue assignment (Fair Assignment).

Example: In case of inbound calls, scenarios of Agent A transferring call to Agent B rather than to work queue will result in Dummy Work Queue Value within Work Queue Dimension.

Omnichannel Queue Report

Metrics and Dimensions

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