Definition

Displays the performance in a queue for the selected duration.

How it works

This dossier provides summarized information of interactions for each queue 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.

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.

To create a dossier based on customized data, click Chapter in editable mode. In the grid view, you can select measures to display in the grid from the Select Measures panel in the dossier.

Business usage

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

• How can a supervisor select a fixed interval in this dossier?

  On the Select a Date Interval field, click to select the duration from the From and To fields.

• Where can a supervisor select a queue to gather the queue specific data?

  You must select the details in the Select a Queue field.

• 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.

  The highlighted boxes on the top of the dossier display an overall overview of the queue performance data.

  The dossier also provides the queue performance by call distribution for the Answered, Not Answered, and Abandoned from Alerting metrics in a pie diagram. Similarly, for the queue performance by transfer distribution data, you can check the related graph in the dossier.

• 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 the 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 theTransfer Accepted From Queue column.

• Where can the supervisor 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. See the Abandoned from Queue column for the number of interactions that were abandoned by the customer before getting offered to an agent.

• What are the filters available in the dossier?

  The filters available in the standard dossier are:

  Columns	Formula
  Queue Name (number of selected queue names)	You can select the required queue name.

  To customize the dossier, you can drag and drop any of the standard measures for filtering.

• What are the standard columns available in the dossier?

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

  Columns	Description
  Abandoned From Queue	The number of interactions that a customer abandoned before the contacts are offered for the selected queue.
  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.
  Average Talk Time	The average amount of time an agent spends handling customers.
  % Answered	The percentage of answered interactions.
  Abandon Time Duration	The duration between the moment when the interaction was added to the queue till the moment when it was abandoned.
  Queue Name	The name of the queue.
  Average Speed of Answer	Wait Time / Answered

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

  The custom columns are:

  Columns	Description
  Active Duration	The total active duration of all the interactions over all the channels.
  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.
  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.
  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.
  Coached	The number of times a supervisor coached an agent.
  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.
  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.
  Wait Time	The time a contact spent waiting in the queue before an agent answered the call.
  Abandoned Time Duration	The time taken before the contact was abandoned on a specific queue within the reporting period in dd:hh:mm:ss format.
  Warm Transfer Initiated to User	A count of interactions where a consultation call to the user resulted in an agent initiating a transfer to another agent.
  Warm Transfer Accepted From User	A count of interactions where a consultation call to a user resulted in an agent accepting the transfer from the user.
  Warm Transfer Initiated to Queue	A count of interactions where a consultation call to a queue resulted in an agent initiating a transfer to the queue.
  Warm Transfer Accepted From Queue	A count of interactions where a consultation call to the queue resulted in an agent accepting a transfer from the queue.
  Coached Duration	The duration for which a supervisor coached an agent.

• What are the calculated columns available in this dossier?

  The calculated columns are:

  Columns	Formula
  % 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.
  % 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.
  % Not Answered	Sum (Not Answered) / (Sum (Answered) + Sum (Not Answered)) *100 The percentage of unanswered interactions.
  Average Abandon Time	Abandoned Time Duration/Abandoned From Queue The average duration before a customer abandons a call.
  Average Talk Time	Active Duration / Answered The average amount of time an agent spends handling customers.