Queue Entries

This report displays the number of queue entries by queue for each day. For the queue entries for each date, the report provides a breakdown of how those interactions exited the queue. By default, the Queue Entries report is sorted by tenant name (A-Z), date (beginning with the most recent date), and alphabetically by queue name (A-Z). The sum of each column is presented in the last row of the report.

  This information is specific to this data set, with these metrics selected. The metrics itemized below will be pre-selected by default in Analysis. Adding or removing a column will modify data results as outlined on this page.

To build a Queue Entries report:

  1. Go to Reporting > Historical Reporting.
  2. In the sidebar, click Analysis ().
  3. From the Select Data drop-down menu, select the Queue Entries data set.
  4. Click Ok and the table will load displaying the report data.

Sample Report

Click image to enlarge

This table describes each column in the Queue Entries report:

Name Type Description
Tenant Name Attribute The name of the tenant that the agent was logged in to.
Date Attribute

The date (in mm/dd/yyyy) that interactions entered the given queue.

Queue Name Attribute The name of the queue that the interaction waited in.
Queue ID Attribute

The queue's unique identifier.
Queue Entries Measure

The total number of times that interactions entered a queue for a given date range. This statistic only counts the first queue entry for the interaction. If a call is transferred to a second queue, only one queue entry is counted for the interaction.

Handled Interactions Measure The number of interactions (only received from a queue) that an agent accepts for a given date range.
Queue Abandons Measure The total number of calls that entered a queue and disconnected without being accepted by an agent.
Queue Callbacks Measure The number of inbound calls that requested a callback after entering and waiting in a queue.
Add Participant Canceled Measure The number of times that an agent canceled an add participant action before another agent accepted the interaction.
Queue Ended Measure

The number of interactions that ended and were removed from the queue because of the flow's configuration or an error that occurred.

Queue Timeouts Measure The number of interactions that were removed from the queue because of a queue timeout configured in the flow that received the interaction.
Discrepancy Measure
  This description of Discrepancy applies only to the Queue Entries report with the following columns (Handled Interactions, Queue Abandons, Queue Callbacks, and Queue Ended).

The difference in the number of Queue Entries and the possible ways to exit the queue (Handled Interactions, Queue Abandons, Queue Callbacks, and Queue Ended).

In other words:

Discrepancy = Queue Entries - (Handled Interactions + Queue Abandons + Queue Callbacks + Queue Ended)

Discrepancies typically occur when something happens in the flow that hasn't been defined. If there are discrepancies, check the following:

  • Is the interaction ongoing or has it recently ended? If the interaction is ongoing or recently ended, the reporting data may still be processing. Check back a couple of minutes after the interaction ends.
  • Are the interactions causing the discrepancy marked as Flagged? If the interactions causing the discrepancy are Flagged and were received on the same flow, review the flow to identify whether it needs some configuration adjustments. You can view a report that contains the flagged column, for example the Interaction Detail report, to see if there are interactions marked as Flagged.

If your report contains a discrepancy that you need to investigate, please contact Enghouse Interactive Support for assistance. To assist with troubleshooting, please provide Support with the following information about the discrepancy: 

  • tenant name/ID
  • interaction ID (if known)
  • queue name
  • date
  • timezone
  • time (if known)
  • customer ID (if known)
  • name of the agent involved in the interaction (if known)
  • a screenshot of the report showing the discrepancy and any filters applied
Abandon Rate Measure The total queue abandons calculation is the (total # of queue abandons / total # of queue interactions) x 100 for a given period. This calculation includes short abandons but excludes abandons that occur after the interaction is transferred.
Average Queue Time to Answer Measure

The average length of time from when interactions entered the queue until they left the queue because the interaction was accepted by an agent.

SLA Measure

Out of all the interactions that entered the queue, the percentage of interactions that started an active conversation with an agent within the configured SLA threshold. If short abandons are excluded in your SLA configuration, interactions that abandon within the configured abandon threshold aren’t counted. For more information on configuring SLA for your tenant or queues, see About Statistics Management.

For tenants or queues that use CxEngage’s default SLA configuration, SLA uses the following thresholds:

  • SLA Threshold: 20 seconds
  • SLA Abandon Type: Ignore Abandons
  • Abandon Threshold: 20 seconds

This expression calculates the SLA value and displays it as a decimal up to two places after the decimal.

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