Queue Intervals Detail

The Queue Intervals Detail report summarizes the interactions that entered each queue by channel for the given period of time.

  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 Intervals Detail report:

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

Sample Report

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This table describes each column in the Queue Intervals Detail report:

Name Type Description
Tenant Name Attribute The name of the tenant that the agent was logged in to.
Queue Name Attribute The name of the queue that the interaction waited in.
Date Attribute The date in your tenant's timezone and in month, day, and year (mm/dd/yyyy) format.
Interval Attribute

The 15 or 30 minute time interval, in your tenant's timezone, that the data represents.

Queue Interactions Measure

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.

Queue Abandons Measure The total number of calls that entered a queue and disconnected without being accepted by an agent.
Avg Queue Abandon Time Measure

The average amount of time that calls waited in a queue before disconnecting without being accepted by an agent. Avg Abandon Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).
Work Offered Measure The total amount of interactions that were offered to agents for a given date range.
Work Accepted Measure The number of interactions that agents accepted for the given date range.
Work Rejected Measure The number of work offers to an agent that were rejected during a given period of time.
Avg Time to Answer Measure The average length of time that elapsed from when a customer entered the queue to when they started an active conversation with an agent for the given date range.
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 Percent uses the following thresholds:

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

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

Measure

The satisfaction scores given by customers to rate the interaction as a percentage of the total possible score. This expression calculates the Customer Satisfaction score for the queue that the interaction entered.

Back to Pre-selected Data Set list