Track your Contact Center health by following queue specific interactions/metrics. The following report templates are available:
Queue Interactions Summary: Check out the number of interactions that entered a queue, number of interactions accepted by agents, rejected, diverted, abandoned by callers, and more. Also access time metrics such as average wait time for interactions, longest wait time, processing time, wrap-up time etc. for queues. If the wait time is too long for a queue, this may indicate inadequate staffing issues in the queue.
For metric definitions of the report, refer to the Queue Interactions Summary glossary.
Queue Interactions Abandoned:Track the number of interactions abandoned while waiting to be served in the queue. They may be abandoned within 5 seconds of entering the queue or later. Abandoned calls may be the result of longer wait times or incorrect call routing. As a contact center supervisor, you want to track abandoned calls, understand the reason for abandonment, and take corrective measures to limit abandonment.
For metric definitions of the report, refer to the Queue Interactions Abandoned glossary
Queue Interactions Accepted - Online: Wish to know how fast agents are accepting queued phone and chat interactions? Phone and chat interactions typically warrant quick response time from agents and hence are categorized as online interactions. Access data about the number of interactions accepted by agents within 5 seconds, 5-10 seconds, 10-20 seconds, 20-30 seconds, and more, of entering the queue. This helps in tracking how quickly agents are responding to the interactions.
For metric definitions of the report, refer to the Queue Interactions Accepted Online glossary
Queue Interactions Accepted - Offline: Typically, agents prioritize emails and voicemail interactions after responding to phone and chat interactions. So, the response time on these interactions are usually longer than the response time for phone calls and chats. This report offers metrics about the response time for emails and voicemail interactions accepted by agents.
For metric definitions of the report, refer to the Queue Interactions Accepted Offline glossary
You can customize these report templates as desired.
Open topic with navigation