This section provides a snapshot of key performance indicators for the current day. Metrics are updated in real-time. They provide information on the daily situation of the service queues.
At the top of the screen is a summary of information about the queues you have selected, and at the bottom of the screen is information about the individual queues.
Arrived calls: The number of calls that have arrived in visible queues during their open serving hours
Answered calls: Number of Answered Inbound Calls. Includes only calls answered by the user who was in the queue, not, for example, calls transferred to a callback or another queue.
Unanswered calls: The number of unanswered calls during open service hours
Avg. talk time: Average talk time
Avg. wait time: Average wait time
Reachability %: The percentage of calls answered during open service hours
Service level %: The weighted average percentage of calls answered within a pre-defined time threshold eg. 20 seconds. If the queue does not have a defined service level, these queues will have no effect on the service level calculation.
Name: Service queue name
Arrived calls: The number of calls arrived during open service hours
Answered calls: Number of Answered Inbound Calls. Includes only calls answered by the user who was in the queue, not, for example, calls transferred to a callback or another queue.
Reachability %: The percentage of calls answered during open service hours
Avg. talk time: Average talk time
Avg. wait time: Average wait time
Service level %: The percentage of calls answered within a pre-defined time threshold e.g. 20 seconds. If the queue does not have a defined service level, this field is empty
For more detailed information on individual queues, click on the queue name to drill down.
After drilling down you can select either incoming (Inbound) or outgoing (Outbound) calls from the call queue.
Total calls to queue: Total number of calls that arrived in the queue today, whether it was open or closed
When open: Total number of calls that arrived in the queue today while it was open
When closed: Total number of calls that arrived in the queue today while it was closed
Abondoned before entering: Total number of calls that ended before entering the queue, e.g. the call ended during a mandatory announcement.
Avg. wait time: Average time the customer waits in queue for service
Total answered calls: Number of calls answered in queue today
Avg. talk time: Average talking time with customer on inbound call
Avg. hold time: The average time the agent put the call on hold and kept it on hold. Calls that were not on hold are not included.
Total unanswered calls: The number of calls that were not answered. Excludes calls that entered the queue while it was closed.
Reachability %: The percentage of calls that were answered in the queue today while it was open.
Service level %: Service level percentage for inbound calls, if configured.
All times are given as hh:mm:ss
Reachability and Service level has the following colour coding
Column | Green | Yellow/Orange | Red |
|---|---|---|---|
Reachability | >= 80 % | 79-50 % | <= 50 % |
Service Level | >= 80 % | 79-50 % | <= 50 % |
Interpreting Today’s Metrics
Add or remove agents from queues or modify routing rules if metrics indicate that service may be deteriorating. This can be done from VoiceHub. See: https://benemen.atlassian.net/wiki/spaces/PD/pages/2283438134/Queue+details?atlOrigin=eyJpIjoiNTVmZDJjNWJkOGRmNDc0ZDhiZDBkNDk2MjZlOGYwNTUiLCJwIjoiYyJ9 and https://benemen.atlassian.net/wiki/spaces/PD/pages/2881880081/Queue+Manage?atlOrigin=eyJpIjoiNGU4NjkxZTYzZDE2NDdmMGEyOTMxZTBiMTQyZDRlNzQiLCJwIjoiYyJ9
Optional feature.
Depending on configuration, agents can make a service call on behalf of a queue. Agents can make a service call on behalf of a queue. If this option is set, outbound calls will appear in this view.
Total calls: Total number of outbound queue calls
Total rejected calls: Total number of outgoing service calls that were not answered by the recipient.
Total answered calls: Total number of outgoing service calls that were answered by the recipient.
Avg. talk time: Average talk time for outbound queue calls in seconds
Avg. wait time: Average wait time for outbound calls in seconds. Only answered calls are included