Queues Report

This page displays information about queued conversations of all media groups: voice, email and chat.

Note

Conversations that have not reached any queue (i.e., they did not start waiting for an available live agent) will not appear on this page.

Service Level

The percentage of queued conversations that were connected to an agent within the queue's SLA (service level threshold).

Service Level = conversations connected to an agent within the SLA
                / ( all queued conversations
                    - conversations the customer abandoned before the abandonment threshold
                    - conversations with no dequeued reason )

• If a queue has no SLA set (0 seconds), every conversation connected to an agent counts as within the SLA.
• Conversations with no dequeued reason typically come from failed or cancelled voice campaign records.

AVG Wait Time

The average amount of time a queued conversation spent in the queue before being routed to an agent.

Results

Pie chart of how many queued items were dequeued with various reasons.

Aggregated Queued Conversations

Table counting how many queued items there were in each individual queue while displaying some other details.

Column Name	Description
Channel Name	Name of the channel through which the conversations came in.
Channel Type	Type of the channel through which the conversations came in.
Queue Name	Name of the queue within the channel where the conversations were waiting.
Queued Items	Number of queued conversations.
AVG Wait Time	The average amount of time a queued conversation spent in the queue before being routed to an agent.
Service Level	The percentage of queued conversations connected to an agent within the queue's SLA. See Service Level.

Detailed Queued Conversations

Table showing the details of each individual queued conversation.

Column Name	Description
Queued Time	The date and time (in the tenant's set timezone) of when the conversation entered the queue.
Channel Name	Name of the channel through which the conversation came in.
Channel Type	Type of the channel through which the conversation came in.
Queue Name	Name of the queue where the conversations were waiting.
Wait Time	Amount of time the conversation spent in the queue.
Customer Address	The far end phone number or email address of the conversation that was queued.
Dequeued Reason	The reason why the conversation was dequeued.