Queue Interactions

This report displays the number of queue interactions by queue for each day. For the queue interactions for each date, the report provides a breakdown of how the interactions exited the queue. By default, the Queue Interactions 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.

Build the Queue Interactions report:

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

Sample Report

Queue Interactions Historical Report

Click image to enlarge

This table describes each column in the Queue Interactions 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 Interactions Attribute

The number of times that an interaction entered a queue. This includes:

  • The first time that the interaction entered a queue, and
  • Subsequent entries to a queue after the work was accepted by an agent. For example, transfers to a queue are included.

This statistic does not include entries into a queue as a result of an agent rejecting the work.

For example, if an interaction enters a queue, there is a count of 1. If the interaction is offered to an agent who rejects the work, the interaction goes back into the queue. This re-entry isn't counted. If an agent then accepts the interaction and later transfers it to another queue, the Queue Interactions count becomes 2.

Handled Interactions Measure The number of interactions that agents accepted for the 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 Interactions report with the following columns (Handled Interactions, Queue Abandons, Queue Callbacks, Add Participant Canceled, Queue Ended, and Queue Timeouts).

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

In other words:

Discrepancy = Queue Interactions - (Handled Interactions+ Queue Abandons + Queue Callbacks + Add Participant Canceled + Queue Ended + Queue Timeouts)

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
Average 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.
Queue Abandons <= 10 Measure The number of interactions that abandoned after waiting in the queue for 10 seconds or less. In other words, the number of short abandons for the given period.
Work Accepted <= 20 seconds Measure The number of work offers that were accepted by an agent after waiting in the queue for 20 seconds or less.
Service Level Measure The number of interactions that were accepted by an agent after waiting in the queue for 20 seconds or less divided by the total interactions for the given period.

Back to Standard Reports list