Service Level by Queue Report in Historical Reporting

This report summarizes each queue's service level statistics for a given period of time. By default, the Service Level by Queue report is sorted alphabetically by tenant name and agent name.

  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 Service Level by Queue Report in report:

  1. Go to Reporting > Historical Reporting.
  2. In the sidebar, click Analysis
  3. From the Select Data drop-down menu, select the Service Level by Queue Report in 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 Service Level by Queue 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.
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.
Work Rejected Measure The number of work offers to an agent that were rejected during a given period of time.
Avg Queue Time Measure For the given date range, the average amount of time that elapsed from when an interaction entered a queue until the work was either accepted by an agent or the caller abandoned. Average Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).
Max Queue Time Measure For the given date range, the maximum amount of time that elapsed from when an interaction entered a queue until the work was either accepted by an agent or the caller abandoned. Maximum Queue Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).
Answered within 20 seconds Measure The number of interactions that waited in the queue for less than 20 seconds during the given date range.
Avg Queue Length When Abandon Measure The average number of interactions that were waiting in a queue when callers disconnected without being 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 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.

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