The Queues Report

Select Queues under the Realtime Reports section in the portal sidebar to display the Queues Report.

This report is filtered by your associated business unitBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups.(s). If your account is a user without agent or supervisor type, the report will show entries from all business units.

Queues core KPIs

Initially each queue’s dashboard displays six core summary KPIs.

KPI	Description
Service Level	Service level for today.
Current LWT	The current longest wait time of the day.
Waiting	Total conversations waiting in the queue.
Connected	Total conversations connected with agents.
Completed	Daily total of completed conversations.
Abandoned	Daily total of abandoned calls.

tip

When viewing a lot of queues, try adjusting the zoom settings of your browser.

Service level definition

Graia CCaaS uses the following formula to calculate the Service LevelSLA / Service Level – The share of conversations answered within a Queue's service level threshold time, as a percentage: (answered within the threshold ÷ offered) × 100..

Service level = (number of calls answered within the service level threshold ÷ number of calls offered) × 100

Drill into KPIs

KPIs presenting a magnifying glass icon can reveal further relevant details, typically in the form of tabular data.

Click the magnify icon to see the additional details. Many details of the conversation are listed, including the media type, conversation direction, and the identity of the caller or correspondent.

Drill into the Waiting KPI

Drilling into the Waiting KPI presents a tabular list of conversations waiting for an agent.

Field name	Description
Position	The queue position of the conversation.
Wait time	The duration spent waiting in queues.
Customer name	Name in the customer record, if available.
Customer identifier	External identifier in the customer record, if available (e.g. for chat conversations).
Type	Type of the conversation, e.g. callback, or direction like inbound, etc.
Preferred agent	The name of the agent as set to be preferred in the customer record.

Drill into the Connected KPI

Drilling into the Connected KPI presents a tabular list of conversations that connected with at least one agent.

Field name	Description
Connected time	The duration the customer spent connected with any agents.
Customer name	Name in the customer record, if available.
Customer identifier	External identifier in the customer record, if available (e.g. for chat conversations).
Agents	The name of all the agents this conversation was connected to.
Type	Type of the conversation, e.g. callback, or direction like inbound, etc.

Drill into the Completed KPI

Drilling into the Completed KPI presents a tabular list of conversations that were completed.

Field name	Description
Timestamp	The time the conversation got completed.
Total time	The total lifetime of the conversation.
Connected time	The duration the customer spent connected with any agents.
Wait time	The duration spent waiting in queues.
Self-service time	The duration spent with self-servicing bots, e.g. menu selection.
Customer name	Name in the customer record, if available.
Customer identifier	External identifier in the customer record, if available (e.g. for chat conversations).
Type	Type of the conversation, e.g. callback, or direction like inbound, etc.

Drill into the Abandoned KPI

Drilling into the Abandoned KPI presents a tabular list of conversations that are considered abandoned while waiting in queue.

Field name	Description
Timestamp	The time the customer decided to abandon waiting in the queue.
Wait time	The duration spent waiting in queues.
Customer name	Name in the customer record, if available.
Customer identifier	External identifier in the customer record, if available (e.g. for chat conversations).

Additional KPIs

1. Click Show more at the top right corner of the queue dashboard to view additional KPIs. The control label changes to Show less.

2. Toggle the expanded or collapsed view by clicking these controls.

Wait time today

This presents two speedometer visuals.

KPI	Description
(Wait Time Today) Longest	The longest wait time of the day.
(Wait Time Today) Average	The average wait time of the day.

Callback requested

A summary.

KPI	Description
Callback requested	Total number of callback requests for today.

Timed Out

A summary.

KPI	Description
Timed Out	Total number of callback requests today that have timed out.

Edit visual thresholds

Apply threshold values to KPIs for quick feedback on performance trends. When thresholds are met, KPI visuals change to draw your attention.

1. Select Queues from the Realtime Reports section in the Graia CCaaS Portal sidebar.

2. Identify the queue where you want to edit a threshold, and click Show more at the top right hand corner of the dashboard to view the current KPI trends.

3. Click the Edit thresholds icon at the top left corner of the dashboard, right next to the queue name label.

4. Set one or more of the following thresholds:

   • Desired SLA percentage

   • Desired longest wait time

   • Desired average wait time

   • Desired max waiting conversation count

   • Abandoned threshold time

5. Save the updated thresholds.

6. Watch the KPIs and notice how the style changes as the threshold values are met.