Definition

Displays the performance in a queue for the selected interval for the selected channels.

How it works

This dossier provides summarized information of interactions for each queue and channel that are either abandoned, or distributed. This dossier also displays information on interactions that any routing agent handles based on measures, such as offered, answered, not-answered, abandoned, and completed by channel.

For dossiers based on interval data, supervisors can view the data for the selected interval. Intervals are aggregated by 15 minutes and can be selected for a scheduled duration. Data displayed is listed at the agent level, and is written to the database every 15 minutes.

Business usage

Allows a supervisor to assess the performance of configured queues and channels, to calculate the number of interactions that were accepted in each queue and channel within the defined service level. This information helps the supervisor to compare the performance of each queue in handling interactions by channel.

• How can a supervisor find out the number of interactions offered to an agent and how many interactions were answered, not answered, and completed during the reporting duration?

  Check the details in the Offered, Answered, Not Answered, and Completed columns.

• How can a supervisor compare the details of two or more queues?

  In the Queue Name prompt enter the queues that you want to compare, and the dossier summary displays the data for the selected queues. The Queue Name prompt is an optional prompt.

• How many interactions did an agent transfer to queue for the selected duration?

  Use the Transfer Initiated to Queue column to see the count of transfer attempts that the agent initiates. For the count of transfers that the agent successfully handles, see the number that is displayed in the Transfer Accepted From Queue column.

• Where can I get the number of the abandoned interactions in the queue?

  See the Abandoned from Alerting column for the number of interactions that were abandoned by the customer before the agent responded to the interaction.

• What are the columns available in the standard dossier?

  For the list of available columns, see the following table:

  Columns	Description
  % Abandoned from Alerting	The percentage of calls abandoned while alerting which were offered to a queue and channel.
  % Abandoned from Queue	The percentage of calls abandoned in the queue which were offered to a queue and channel.
  % Answered	The percentage of answered interactions.
  % Completed	The percentage of interactions completed of those offered.
  % Contacts Answered	The percentage of answered calls that were offered to a queue and channel.
  % Not Answered	The percentage of unanswered interactions.
  Abandoned From Alerting	The number of alerting interactions that the customer disconnects within the reporting period.
  Abandoned From Queue	The number of interactions that a customer abandoned before the contacts are offered for the selected queue.
  Abandon Time Duration	The duration between the moment when the interaction was added to the queue till the moment when it was abandoned.
  Active Duration	The total active duration of all the interactions over all the channels.
  ACW Count	A count of interactions in active ACW state for the queue or the channel.
  ACW Duration	The duration an agent was in the ACW state within the reporting period.
  Alert Duration	The total alert duration of all the interactions over all the channels for an agent.
  Average Speed of Answer	Wait Time / Answered
  Average Talk Time	The average amount of time an agent spends handling customers.
  Average Abandon Time	The average duration before a customer abandons a call.
  Average ACW Time	The average duration an agent spends in ACW.
  Answered	The number of interactions that an agent answered.
  Channel	The unique identifier of the channel.
  Completed	A count of completed interactions for an agent within the reporting period.
  Date	Date timestamp.
  Hold Duration	The amount of time the agent had put a customer interaction on hold.
  Hour	Timestamp value with 60 minute intervals for interval view.
  Interval	The duration of the interaction in 15 minute intervals. You can select the duration in the From and To fields for Interval and Date. For Monthly, you can select the month and year. By default, the Interval pages are set for the current date and Daily pages are set for the previous month.
  Interval Timestamp	A timestamp value with 15 minute interval for Interval view.
  Not Answered	A count of interactions offered that the agent did not answer.
  Offered	A count of interactions directed to the agent within the reporting period.
  Offered to Queue	A count of interactions offered to the queue within the reporting period.
  Queue Name	The name of the queue.
  Transfer Accepted From Queue	A count of interactions where a single-step transfer from the queue was successful.
  Transfer Initiated to Queue	A count of interactions where a single-step transfer to the queue was initiated.
  Wait Time	The time a contact spent waiting in the queue before an agent answered the call.

• What are the calculated columns used in this dossier?

  Columns	Description
  % Abandoned from Alerting	Sum (Abandoned from Alerting / (Sum (Offered)) *100 The percentage of calls abandoned while alerting which were offered to a queue and channel.
  % Abandoned from Queue	Abandoned from queue / Offered to queue The percentage of calls abandoned in the queue which were offered to a queue and channel.
  % Answered	Sum (Answered) / (Sum (Answered) + Sum (Not Answered)) *100 The percentage of answered interactions.
  % Completed	Sum (Completed / (Sum (Offered)) *100 The percentage of interactions completed of those offered.
  % Contacts Answered	Answered / Offered to queue The percentage of answered calls that were offered to a queue and channel.
  % Not Answered	Sum (Not Answered) / (Sum (Answered) + Sum (Not Answered)) *100 The percentage of unanswered interactions.
  Average Speed of Answer	Wait Time / Answered The average amount of time to answer a customer. This is the time from when a customer enters a queue to the time that an agent accepts the call.
  Average Talk Time	Active Duration / Answered The average amount of time an agent spends handling customers.
  Average Abandon Time	The average duration before a customer abandons a call. Abandoned Time Duration/Abandoned From Queue
  Average ACW Time	ACW Duration / ACW Count The average duration an agent spends in ACW.

• What are the columns available for customization in the dossier?

  For the list of available columns for customization, see the following table:

  Columns	Description
  Abandon Time Duration (secs)	The duration in seconds before the contact was abandoned on a specific queue and channel within the reporting period in seconds.
  Active Duration (secs)	The duration spent between when a call was active to when the call was disconnected per queue and channel during the reporting period in seconds. This total excludes the time spent on hold and in ACW.
  ACW Duration (secs)	The duration for which the agent was in the ACW state in seconds.
  Alert Duration (secs)	The duration for which an interaction was alerting within the reporting period in seconds.
  Avg Abandon Time (secs)	The average time taken before the contact was abandoned on a specific queue within the reporting period in seconds.
  Avg ACW Time (secs)	The average time an agent spends in ACW in seconds.
  Avg Talk Time (secs)	The average time between when a call was active to when the call was disconnected during the reporting period in seconds.
  Barged	The number of times a supervisor barged in on an agent within the reporting period.
  Barged Duration	The duration for which the supervisor barged into an interaction within the reporting period.
  Barged Duration (secs)	The duration for which a supervisor barged in on an agent within the reporting period in seconds.
  Barging	The number of times a supervisor performed a barging interaction within the reporting period.
  Barging Duration	The duration for which a supervisor performed a barging interaction within the reporting period.
  Barging Duration (secs)	The duration for which a supervisor carried out a barging interaction within the reporting period in seconds.
  Coached	The number of times a supervisor coached an agent.
  Coached Duration	The duration for which a supervisor coached an agent.
  Coached Duration (secs)	The duration for which a supervisor coached an agent within the reporting period for that queue in seconds.
  Coaching	The number of times a supervisor carried out a coaching interaction.
  Coaching Duration	The duration for which a supervisor carried out a coaching interaction.
  Coaching Duration (secs)	The duration for which a supervisors carried out a coaching interaction within the reporting period for that queue in seconds.
  Conference Initiated To User	A count of interactions where an agent initiates a consultation call to another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who initiated the consultation call when the agent completes the call as a conference.
  Conference Accepted From User	A count of interactions where an agent answers a consultation call from another agent that ends as a conference within the reporting period. The metric increments by 1 for the agent who answered the consultation call when the agent initiating the call completes the call as a conference.
  Consult Initiated To User	A count of interactions that an agent initiated as a consultation call with another user. The metric increments by 1 for the agent who initiated the consultation call.
  Consult Initiated to Queue	A count of interactions that an agent initiated as a consultation call to another queue. The metric increments by 1 for the agent who initiated the consultation call.
  Consult Accepted From Queue	A count of consult to queue calls answered by an agent within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
  Consult Accepted From User	A count of consult to user calls answered by an agent within the reporting period. The metric increments by 1 for the agent who answered the consultation call.
  Consulted Duration	The duration an agent was in a consultation call with another agent in seconds. The duration is displayed in the hh:mm:ss format.
  Consulting Duration	The duration an agent spent consulting another agent. The duration is displayed in the hh:mm:ss format.
  Consulting duration (secs)	The duration an agent spent consulting another agent in seconds.
  Consulted duration (secs)	The duration an agent was in a consultation call with another agent in seconds.
  Hold Duration (secs)	The duration for which an agent puts the interactions on hold in seconds.
  Observed	A count of the agents observed by a supervisor within the reporting period.
  Observed Duration	The duration for which the agents were observed by a supervisor within the reporting period.
  Observed Duration (secs)	The duration which all agents assigned to the queue had an interaction where a supervisor observed them within the reporting period by the channel in seconds.
  Observing	A count of interactions a supervisor was observing an agent within the reporting period.
  Observing Duration	The amount of time a supervisor was observing an agent within the reporting period.
  Observing Duration (secs)	The duration which the agent had an interaction where an agent/supervisor observed the agent within the reporting period in seconds.
  Transfer To Queue Canceled	A count of interactions where a single-step transfer to the queue was canceled.
  Transfer to Queue Failed	A count of interactions where a single-step transfer to the queue failed.
  Wait Time	The time a contact spent waiting in the queue before an agent answered the call.