Queue Data Set
The Queue data set is used to display information about queues, it conatins the following data categories
- Queue Identifiers
- Queue Status
- Agent Data
- Contact Data
- Queue Metrics
- Daily Totals
- Daily Averages
- Callbacks and Voicemail
Each of the data fields from the categories is explained below.
Queue Identifier
This data set is used to identify profile information about the queue.
| Data Field | Description |
|---|---|
| Group | The group which the queue is currently part of. |
| Queue name | The name of the queue. |
| Queue media | The media type of the queue. |
| Queue type | The queue type. |
Queue Status
This data set is used to display status information about the queue.
| Data Field | Description |
|---|---|
| Queue start time | The duration since the queue opened. |
| Queue stop time | The duration until the queue closes. |
| Queue status | The current status of the queue. |
| Current queue status start time | The duration since the most recent queue status change. |
Agent Data
This data set is used to display based data about the queue.
| Data Field | Description |
|---|---|
| Agents online | The count of agent sessions logged in to the queue regardless of status. |
| Agents in ready | The count of agent sessions in ready for the selected queue. |
| Agents in not ready | The count of agent sessions in not ready for the selected queue. |
| Agent sessions in available | The count of agent sessions in available status for the selected queue. |
| Agent sessions in work | The count of agent sessions in actively working on the selected queue. |
| Agent sessions in queue work | The count of agent sessions in actively working on the selected queue. |
| Agent sessions in other work | The count of agent sessions in other work status on the selected queue. E.G. Dialling. |
| Agent sessions in preview | The count of agent sessions in preview for the selected queue. |
| Agent sessions in active | The count of agent sessions in active for the selected queue. |
| Agent sessions in hold | The count of agent sessions in hold for the selected queue. |
| Agent sessions in wrap | The count of agent sessions in wrap for the selected queue. |
Contact Data
This data set is used to identify contact data about the queue.
| Data Field | Description |
|---|---|
| Contacts currently in progress | The count of contacts currently in progress for the selected queue. |
| Contacts currently in queue | The count of contacts currently queued for the selected queue. (live hold calls + virtual hold calls) |
| Contacts currently in live hold | The count of contacts currently queued in live hold for the selected queue. |
| Contacts currently in virtual hold | The count of contacts currently queued in virtual hold for the selected queue. |
Queue Metrics
This data set is used to identify contact metrics about the queue.
| Data Field | Description |
|---|---|
| Current longest wait | The duration of the longest contact waiting in the selected queue. |
| Average queue wait time | The average queue duration of all calls queued during the past 15 minutes. |
| Average speed of answer | The average speed of answer for answered calls during the past 15 minutes. (For a daily average use the Daily average speed of answer in the Daily averages category) |
| Daily contacts handled within SLA | The count of contacts handled within the set goal service time. |
| Daily % contacts handled within SLA / all contacts | The percentage of calls handled within goal service time. (Grade of service %) |
| Estimated wait time | The current estimated wait time for a new contact to be answered. |
| Queue occupancy | The percentage of time at least one contact is in queue or being handled vs the total queue open time. |
| Contacts dialled | (Not in use) |
| Hit rate | (Not in use) |
Daily Totals
This data set is used to display daily totals about the queue.
| Data Field | Description |
|---|---|
| Daily contacts queued | The daily total of contacts queued regardless of outcome. |
| Daily contacts above the threshold queued | The daily count of contacts queued that exceed the ‘minimum abandoned duration’ queue setting regardless of outcome. |
| Daily contacts in live hold | The daily count of contacts in live hold. |
| Daily contacts in virtual hold | The daily count of contacts in virtual hold. |
| Abandoned before queue | (Not in use) |
| Daily abandoned by the system in the queue | The daily count of contacts abandoned in the queue initiated by the system. E.g. A call that is queued when the queue closes and is played an out of hours message and disconnected. |
| Daily total abandoned by customer | The daily count of contacts abandoned in the queue by the customer. E.g. A call that is queued and the customer hangs up. |
| Daily abandoned by customer above threshold | The daily count of contacts abandoned in the queue by the customer where the abandoned time exceeds the ‘Minimum abandoned duration’ threshold. |
| Daily delivered after queueing | The daily count of contacts that were queued and answered by an agent. |
| Daily contacts % abandoned | The daily percentage of contacts abandoned in the queue based on the daily contacts queued. |
| Daily contacts % abandoned above threshold | The daily percentage of contacts abandoned in the queue based on the daily contacts queued, where the abandoned contact exceeds the ‘Minimum abandoned duration’ threshold. |
| Daily rerouted externally by the queue | The daily count of contacts queued that were rerouted to an external party. |
| Daily overflowed | The daily count of contacts queued that were rerouted to another queue. |
| Daily diverted to voice mail | The daily count of contacts queued that were rerouted to voicemail. |
| Daily total preview time | The daily duration of preview time recorded against the queue. |
| Daily total active time | The daily duration of active time recorded against the queue. |
| Daily total hold time | The daily duration of hold time recorded against the queue. |
| Daily total wrap time | The daily duration of wrap time recorded against the queue. |
| Daily transferred by agent to an agent | The daily count of contacts transferred by an agent to another agent. |
| Daily transferred by agent to an external | The daily count of contacts transferred by an agent to an external party. |
| Daily transferred by agent to a queue | The daily count of contacts transferred by an agent to another queue. |
| Daily max contacts in the queue | The daily maximum of concurrent contacts in the queue. |
| Daily max contacts in live hold | The daily maximum of concurrent live hold contacts in the queue. |
| Daily max contacts in virtual hold | The daily maximum of concurrent virtual hold contacts in the queue. |
| Daily max longest wait | The maximum wait of any contact in the queue. |
| Daily max queue idle time | The longest duration the queue did not have a contact queued. |
Daily Averages
This data set is used to display daily averages about the queue.
| Data Field | Description |
|---|---|
| Daily average queue preview time | The daily average preview time for the queue. |
| Daily average queue active time | The daily average active time for the queue. |
| Daily average queue hold time | The daily average hold time for the queue. |
| Daily average queue wrap time | The daily average wrap time for the queue. |
| Daily average queue wait time | The daily average queue wait time for the queue. |
| Daily average speed of answer | The daily average speed of answer for the queue. |
| Daily average time to abandon | The daily average abandoned time for the queue based on all abandoned calls. |
| Daily average time to abandon above threshold | The daily average abandoned time for the queue based on all abandoned calls that exceed the ‘Minimum abandoned duration’ threshold. |
| Daily average handle time | The daily average handle time for the queue based on Active Time + Hold Time + Wrap Time. |
| Daily average queue idle time | (Not in use) |
Callbacks and Vmail
This data set is used to display queue information on callbacks and voicemail.
| Data Field | Description |
|---|---|
| Current unscheduled callbacks | The count of current unscheduled callbacks to be completed. |
| Current scheduled callbacks | The count of current scheduled callbacks to be completed |
| Current unscheduled callback wait duration | The wait duration of the longest unscheduled callback. |
| Current scheduled callback wait duration | The wait duration of the longest scheduled callback. |
| Daily unscheduled callbacks handled | The count of unscheduled callbacks handled for the day. |
| Daily scheduled callbacks handled | The count of scheduled callbacks handled for the day. |
| Scheduled callbacks for the current day | (Not in use) |
| Scheduled callbacks for the next days | (Not in use) |
| Scheduled callbacks for the next 7 days | (Not in use) |
| Voicemails pending | (Not in use) |
| Daily total voicemails | The count of calls routed to voicemail for the day. |