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Queue Performance Voice

Updated

9 days ago

A Queue Performance Voice Report that tracks real-time updates and service level agreements (SLAs) at the queue level plays a crucial role in managing and optimizing call center operations. This report continuously monitors and provides immediate insights into how well the contact center is meeting its predefined service level targets, such as the percentage of calls answered within a certain time frame.

The report tracks real-time updates, enabling managers to monitor current queue conditions, including wait times, call volumes, and agent availability. This allows for rapid intervention if service levels are at risk, such as reallocating agents or adjusting resources to handle higher volumes.

Scenarios in which Queue Reports are used:

Monitoring SLA Compliance: Track whether calls are answered within the defined service level targets, ensuring that SLAs are met.
Optimizing Agent Allocation: Use real-time data on call volume and queue wait times to allocate agents effectively, especially during peak times or high call volumes.
Identifying Call Abandonment: Analyze abandonment rates to identify patterns in customer drop-offs and adjust staffing or processes to reduce abandonment.
Evaluating Agent Performance: Measure how well agents are handling calls in the queue, identifying top performers and areas for improvement.
Improving Customer Satisfaction: Reduce wait times and improve call resolution by prioritizing high-urgency calls and ensuring calls are answered quickly and efficiently.

Dashboard Sections

Let’s deep dive into the dashboard sections:

Queue Performance
Raw Data

Queue Performance

This particular section is divided into 2 parts:

SLA Level Accepted

Queue Level Interval Split

The metrics are listed below:

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.
Contacts Offered	Contacts 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 Assigned	Contacts which are assigned to the agent post entering the work queue. Assignment is calculated for each contact offered to the work queue. This is only calculated for digital channels.
Contacts Abandoned	Contacts which are abandoned in the work queue before the agent is assigned on the case. In case of voice - customer abandoned the call. In case of livechat - customer closed the chat/inactivity before the agent assignment.
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 Not Answered	Contacts which are assigned to agent but were not answered by the agents.
Contacts Flew Out	Contacts re-routed to another work queue without getting assigned to the agent or abandoned by the customer post entering the work queue. It can be due to routing config or cancelled warm transfers.
Avg Speed of Answer	Avg speed of answer for all contacts which are answered within the work queue i.e speed of answer averaged over total contacts answered in the work queue.
Service Level - Accepted	% of contacts which were answered/accepted by agents within the defined threshold over total contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics " screen.
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.
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 Abandoned	Percentage of contacts which were abandoned in the work queue i.e Contacts Abandoned / Contacts Offered.
Transfer Completed	Count of contacts which are transferred to another work-queue or agent after agent assignment.
Avg Handle Time	Avg handle time for all contacts which are assigned to the agent for digital cases whereas answered by the agent for voice cases.
Avg. of Ring Time	Time take by a contact to get answered or accepted by the agent post the contact is assigned to the agent.
Avg Talk Time	Avg Talk Time of the contact with respect to each contact answered in the work queue i.e Talk Time / Contacts Answered. This is applicable for voice channel only.
Avg Hold Time	Avg Hold Time of the contact with respect to each contact answered in the work queue i.e Hold Time / Contacts Answered. 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 ACW Time / Contacts Answered. This is applicable for voice channel only.

Raw Data

The Raw Data tab shows records where each row represents a unique combination of Conversation ID, Work Queue Assignment Time and Work Queue. Every time a call is assigned or reassigned to a work queue, a new record is created, even if it's the same call being transferred or reassigned multiple times.

Each assignment event, including unanswered attempts, reassignments, and successful connections, is logged as a separate entry. This provides a detailed breakdown of how calls are managed throughout the process. The metrics are listed below:

Name	Description
Date	Date when the contact entered the work queue.
Case Details	Associated case to the event, which includes the Case subject, Case ID and the Description.
Case Number	The ID number associated to the Case Details.
Conversation ID	A conversation ID is a unique identifier assigned to a specific customer interaction or conversation across a channel (such as chat, email, social messaging, or live chat).
Contact ID	Indicates the unique ID for every contact that is offered to the work queue.
Work Queue Offer Timestamp	Date when the contact entered the work queue.
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.
Direction	Specifies Inbound or Outbound.
Contacts Offered	Contacts 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 Assigned	Contacts which are assigned to the agent post entering the work queue. Assignment is calculated for each contact offered to the work queue. This is only calculated for digital channels.
Contacts Abandoned	Contacts which are abandoned in the work queue before the agent is assigned on the case. In case of voice - customer abandoned the call. In case of livechat - customer closed the chat/inactivity before the agent assignment.
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 Not Answered	Contacts which are assigned to agent but were not answered by the agents.
Contacts Flew Out	Contacts re-routed to another work queue without getting assigned to the agent or abandoned by the customer post entering the work queue. It can be due to routing config or cancelled warm transfers.
Contact Answer Timestamp	Timestamp when the contact was answered by the agent i.e first response time in cases of digital, and agent answer in cases of voice.
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 - Accepted	% of contacts which were answered/accepted by agents within the defined threshold over total contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics " screen.
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.
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 Abandoned	Percentage of contacts which were abandoned in the work queue i.e Contacts Abandoned / Contacts Offered.
Transfer Completed	Count of contacts which are transferred to another work-queue or agent after agent assignment.
Handle Time	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc depending on the values selected in "Standard Metrics Screen".
Ring Time	Time take by a contact to get answered or accepted by the agent post the contact is assigned to the agent.
Talk Time	Total time that agent and customer were on the call in the particular work queue.
Hold Time	Total hold time that the agent puts the customer on hold in the particular work queue, Hold Time/ Contacts Answered.
ACW Time	Total Time spent filling the ACW after the call has ended. This can include time spent with the ACW on the screen post call, during call or in pending state depending on values selected in "Standard Metrics Screen".