Queue monitoring dashboards

With the Real-time Queue Monitoring - Callsand the Real-time Queue Monitoring - Chatsdashboards, monitor the performance of your queues in real time. Identify when an incident occurs and the time of resolution. Monitor talk time, wrap-up time, and historical trends.

These dashboard automatically refresh approximately every 10 seconds by default.

Use the dashboards

To use the dashboards, follow these steps:

1. In the CCAI Platform portal, click Dashboard > Advanced Reporting. If you don't see the Dashboardmenu, expand the window horizontally until the Dashboardmenu appears. The Advanced Reporting Landing Pageappears.

2. Click Queue Monitoring / Callsor Queue Monitoring / Chats. The dashboard appears.

3. Filter your results using the following fields:

   • Queue Group: by queue group

   • Queue Name: by queue name

   • Language: by the language assigned to the queue

   • Team Filter: by one or more teams

   • Location: by the location of the agent

   • Direction: by the direction of the interaction

4. Click Update .

Tiles

These dashboards contain the following metrics tiles:

• Overall SLA %: the Dashboard provides an aggregated SLA that is associated with all queues. If filters are applied to the dashboard for only a few queues, the widget will update to display the SLA for the chosen queues.

• Active Calls: the total of calls or chats that are active

• Queued Now: the number of calls or chats that are in queue waiting to be answered. If there are interactions waiting in the queue, the tile will turn pale blue.

• Current Max Queue Time: the current longest time a call or chat is in a queue waiting for agent assignment. Indicates how long your contacts are waiting to be connected.

• Total Queue Interactions: the total number of calls or chats waiting in the queue for agent assistance including transfers

• Avg Speed to Answer: the average time an interaction remains in the queue until it is assigned to an agent. ASA is only measured in instances where the interaction is ultimately handled by an agent.

• Avg Queue Time: the average amount of time that calls or chats spend time in a queue waiting before they are accepted by an agent or the abandoned.

• Total Failed Interactions: refers to a call or chat that is not successfully connected to an agent or representative. This can occur due to reasons such as expired transfer, no answer, or declined by consumer.

• Total Queue Abandons: the total number of interactions that failed while waiting in queue to be assigned to an agent

• Avg Abandon Time: the average amount of time that calls or chats waited in a queue before disconnecting without being accepted by an agent

• Total Handled Interactions: the sum of interactions handled by an agent

• Avg Handle Time: the average amount of time across all interactions that elapsed from when an agent was assigned a call, including before call work (BCW) for preview campaign calls, to when they ended the wrap-up phase. Includes Talk / Chat time + Hold Time + Wrap-up Time.

• Callbacks Waiting: the number of interactions that are queued and classified as callbacks

• Callbacks Completed: the number of interactions that are classified as callbacks and have been completed

• Avg Callback Wait Time: a metric indicating the average duration a caller spends waiting in a queue before receiving a callback

• Total Transfers: the cumulative volume of interactions transferred from one agent or queue to another.

Tables

These dashboards contain the following metrics tables. Hold the pointer over a table heading to see its description.

• Real Time Data: real-time queue data

• Historical Data: 'on the day' historical data