Agents Queues Detail view
The following permissions:
- Analytics > Conversation Aggregate > View
- Analytics > Data Export > All
- Directory > User > View
- Routing > Queue > Join
- Routing > Queue > View
- UI > Supervisor Agent Details > View
- UI > Supervisor Queue Details > View
To see survey columns and data:
- Analytics > Survey Aggregate > View
- Quality > Survey Form > View
View data about the queues in which an agent is a member. The data displayed in this view include all data for the queues, not just the data for the agent’s interactions in that queue. This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh .
To view the Agents Queue Detail view:
- Click Performance > Agents.
- From the Agents Performance Summary view, click the agent you want to view.
- From the Agents Performance Detail view, click the Queues tab.
- To save the view with your filter and column settings, click Save .
- To export the data in the view, click Export .
- Click a queue’s name to see more details about the queue’s performance and to go to that queues’ performance detail view.
- Click the tabs to open to the agent’s Performance, Status Summary, Evaluations, Interactions, Wrap-Up, or Schedule detail views.
View all queues the agent is a member of
By default this view shows only the queues that the current agent has actively joined. To show all of the queues an agent is a member of, including inactive queues, click Show inactive queues at the bottom of the view. If the agent has no inactive queues, then Show inactive queues does not appear.
Activate agents in queues
Activate and deactivate queues for agents. After you activate a queue for an agent, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents can also choose the queues to work themselves. To activate a queue for an agent, the agent must be a member of that queue.
To activate an agent for a queue from this view:
- Click the Queue Activation icon.
- Select the queues you want the agent to work.
- Click Update.
Customize the Agents Queues Detail view to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view.
To use date filters to customize analytics views:
- Click the icon for a date filter.
- Click a view option for the chosen date filter.
The view displays data for the selected date filter.
If the view updates automatically and the selected date filter includes the current interval, then PureCloud continually updates the view to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.
Day: Shows data for a single 24-hour day.
Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display.
Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.
Week: Shows data for a Sunday through Saturday time period.
Previous 7 days: Shows data for the previous seven days, with today being the seventh day.
Day: Shows data for the exact month with no extra days.
Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.
|Custom date range||Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click|
To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.
To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time.
To filter by media type, click a media type.
Enter names of queues you want to view in the Filter by queue(s) field. Select the queue from the search results.
To show or hide columns, click + and then select the columns you want to view.
To rearrange columns, click a column header and drag it.
To filter by information about the interaction, click Filter .
Some metrics are not relevant for all filters. For example, the "offer" metric only applies to queues, not users. If you filter by a user, then the offer column does not include data.
Displays metrics for interactions with agents who have the selected skills.
Filter for multiple skills at one time by entering other skills and searching again.
Displays metrics for interactions with agents who have the selected languages.
Filter for multiple languages at one time by entering other languages and searching again.
Displays information about interactions of the selected directions.
Displays information about interactions with the selected initial direction.
Displays information for interactions with the selected DNIS numbers.
Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.
Displays information for interactions sent to the selected email addresses.
Displays information associated with the selected users.
Filter for multiple users at one time by entering other users and searching again.
To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.
Displays information for interactions that have the selected wrap-up codes.
Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.
Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message.
- Real-time updates stop while any filters in the Filters pane are active.
- The skills and languages filters use agents’ ACD skills or languages, not the skills or languages listed in their profiles. To add an ACD skill or language to an agent, see Manage ACD skills.
- When you apply skill or language filters, the view shows the SLA. However, if the SLA is below the target, the view does not show SLA targets and the color does not change.
To filter by information about the outbound details of the interaction:
- Click Filter .
- Click the Outbound tab.
Displays metrics for interactions associated with the selected campaigns.
Filter for multiple campaigns at one time by entering other campaign names and searching again.
Displays metrics for interactions associated with the selected contact lists.
Filter for multiple contact lists at one time by entering other contact list names and searching again.
To filter by information about the Altocloud journey details of the interaction:
- Click Filter .
- Click the Journey tab.
|Has Customer Journey Data||Displays data for interactions that have customer journey data related to Altocloud.|
|Proactive||Displays data for interactions where Altocloud offered a chat during a customer's website visit based on the Altocloud action map settings.|
Your customizations determine which metric columns the view shows.
The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
The percentage of offered interactions that an agent answered.
Calculated by: (Answered / Offered) * 100
|Answered (in Answered % column)||
A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Calculated by: (Abandoned Count / Offered Count) * 100
|Abandoned (in Abandoned % column)||
The number of interactions where a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
This metric represents the number of outbound interactions placed on behalf of queue.
Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).
Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.
Calculated by: Total Time to Answer / Number Answered
|サービス レベル %||
Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues.
The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100
Admins can also choose to include flow-outs in the calculation. For more information, see Configure the service level calculation. If you include flow-outs, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions+ number of flow-outs)*100
Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.
The total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
The total amount of time agents spend handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.
Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time)
Calculated by: Total ACW / Interactions
Note: ACW for callback interactions is always zero.
The total time spent in after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
The total amount of time an outbound interaction spends dialing a contact.
The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.
Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled.
In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates average handle column using cumulative counts rather than averages.
The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.
Calculated by: Total Wait Time / Interactions
The average number of seconds spent interacting on a media type.
Calculated by: Total Talk time/ Count of interactions with Talk time.
計算方式：合計保留時間 / インタラクションの保留数
|平均 ACW 時間||
Calculated by: Total ACW / Interactions
Note: ACW for callback interactions is always zero.
The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions.
Calculated by: (total dialing time/ total number of dialing segments)
The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
The number of interactions with holds.
A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
The number of interactions an agent answered and then consulted with another participant without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.
The number of interactions an agent answered in one queue and then consult transferred. A consult transfer counts for the queue in which an agent answers the interaction.
The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.
The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.
Displays the name of a division that an agent or queue belongs to. For more information, see About access control.
The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that PureCloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Sent / Surveys Completed) * 100
The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that PureCloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.
The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.
The number of surveys customers have opened and submitted.
The number of surveys that customers opened but did not submit before the survey expired.
The number of surveys that expired before the customer opened it.
The number of surveys that PureCloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.
|Avg Survey Score||
The average of completed surveys' percentage scores. The average score does not include NPS.
Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100
The Net Promoter ScoreSM (NPS) of completed surveys. The score can range from -100 to 100.
Calculated by (Promoters - Detractors) / number of responses) * 100
For more information about Promoters, Detractors, and NPS, see Net Promotor Score web survey question overview.