If you have inbound queues of any sort, understanding how they are performing is essential for both day-to-day management and longer-term planning. Several reports in the Reports tab can help get a long-term view of your queues’ performance.
To see live information about the queues in the moment:
In your Admin account:
- Go to the Overview page.
- Go to the Inbound queues subpage.
The information is split into two sections, showing you information about any Call queues you have and then any Omni queues for messages. In both cases, you can click on the name of a queue to see the performance of agents serving that queue.
Contents:
Call queues
The Call queues table shows information for the performance of queues for today.
For each queue you can see its status: a green circle indicates that the queue is open, red indicates that it is closed.
In the rest of the table, you will find the following information:
| Queue’s number | The source of the queue, typically a phone number or an extension number. |
| Name | The queue’s name. |
| Priority | Shows a number from 1 to 100, the higher the number, the higher the priority. Calls from a high priority queue will be offered to agents before calls from lower priority queues. |
|
In queue |
The number of calls currently waiting in the queue. |
|
Longest time in queue |
The longest time an individual call has remained unanswered. |
|
Diverted |
The number of calls diverted from the queue to an agent and answered by them. |
|
Disconnected |
The number of calls which were disconnected by the system before the call could be diverted to an agent. For example, if the wait time exceeds the queue’s timeout limit. |
|
No service |
The number of calls where the caller hung up before speaking to an agent. |
|
Failed transfers |
Number of calls that failed during transfer to an agent (or elsewhere). |
|
Avg. service time |
The average time until the customer was served, so, the average time in queue. |
|
Inbound Agents Online |
The number of agents that are currently in the agent interface and have the correct skills to serve this queue. |
|
Busy |
The number of agents who are currently online but are unable to take a call. Agents are busy when they are on another call or have marked themselves as Away. |
|
Available |
The number of agents currently online and not busy. |
Omni queues
The Omni queues table shows information about the performance of message queues for today.
The table is split into four sections, displaying information about the number of Contacts, the Waiting time, the Resolution time, and the number of Agents.
For Contacts:
|
Waiting |
The number of contacts waiting in the queue without being assigned to an agent. |
|
Active |
The number of ongoing interactions that have been assigned to agents. |
|
Closed |
The total number of outcomes that have been assigned today. |
For Waiting time:
|
Longest in queue |
The longest wait time for any message currently in the queue. |
|
Min |
The shortest wait time for any message currently in the queue. |
|
Average |
Today’s average wait time for all messages. |
|
Resolution time |
The average resolution time for messages today. The resolution time is measured from the message arriving in the queue to an outcome being recorded. |
For Agents:
|
Serving |
Total number of Ready and Busy agents. |
|
Ready |
Number of agents online and available. |
|
Busy |
Number of agents currently handling contacts. |
|
Not serving |
Total number of Passive and Offline agents. |
|
Passive |
Number of agents online but inactive. |
|
Offline |
Number of agents eligible to serve the queue but not currently online. |
Note that if your agents can serve multiple queues, they will be counted multiple times in the Total at the foot of the table.
Agent performance
For both Call queues and Omni queues, if you click on a queue’s Name, you will see an extra table displaying Agent information.
Call queues – Agents
If you click on the name of a call queue, you will see a list of all agents currently online and able to serve that queue. For each agent, you will see their Agent status and the Duration of that status. For more information about Agent statuses and activities, see this article.
Omni queues – Agents
If you click on the name on an omni queue, you will see a list of all agents eligible to serve that queue, including offline agents. As well as seeing the agents’ status, for each agent, you will also see:
- The number of Contacts they have Picked up, Closed, and currently have Active.
- Their average Resolution time.
- The total amount of time they spent Waiting, Handling contacts and Passive.
- How many Emails and SMS messages the agent received and the number of Webchat and Facebook conversations the agent engaged in.