AggQueuePerformance table

Use AggQueuePerformance to report queue volume, abandonment, service levels, transfers, and handling time from preaggregated data.

The source is the Segment (msdyn_queueextension) entity. Each source record represents a queue segment, one queue interaction within a conversation.

A conversation that transfers across queues can produce multiple records. Incoming, engaged, and abandoned metrics therefore count queue segments, not distinct conversations.

The table is optimized for queue-level reporting on routing efficiency, service-level performance, and workload distribution.

Source tables

These sources combine segment activity, conversation context, and queue configuration for reporting on workload, responsiveness, service levels, transfers, customer feedback, and outcomes.

Source table	Purpose
FactQueueSegment	Primary source table for queue-segment activity. Each record represents a queue leg within a conversation and contains queue-specific lifecycle, wait-time, handle-time, transfer, and engagement information.
FactConversation	Provides conversation-level attributes that aren't stored on queue segments, including channel, direction, conversation status, service representative business unit, sentiment, and survey values. These attributes are joined by ConversationId and denormalized into the aggregate table.
DimQueue	Provides queue configuration data used during aggregation, including service-level thresholds and short-abandon settings that determine SLA and abandonment classifications.

How rows are created

ETL combines queue segments with matching dimension values into fixed 15-minute reporting intervals.

Group by

GROUP BY
    DateTimeKey,
    QueueId,
    ChannelCode,
    ConversationStatusCode,
    BusinessUnitId,
    ConversationDirectionCode,
    SegmentStateCode,
    SegmentState,
    SegmentStatusCode,
    SegmentStatus

Example

Assume three queue segments have the following values:

Queue	Channel	Direction	Segment status	15-minute interval
Support	Chat	Inbound	Completed	09:00
Support	Chat	Inbound	Completed	09:00
Support	Chat	Inbound	Completed	09:00

The matching dimension values produce one aggregate row.

Example output:

TotalSegments = 3
EngagedSegments = 2
AbandonedSegments = 1
TotalHandleTimeInSeconds = 1240
TotalFirstWaitTimeInSeconds = 310

Aggregation reduces storage and improves dashboard and report performance while preserving analytical accuracy.

Dimension columns

Use these dimensions to group and filter queue performance by queue, channel, direction, conversation status, and segment lifecycle.

Column	Type	Source	Source field or ETL logic	Description
DateTimeKey	BIGINT	FactQueueSegment	Derived from SegmentStartDateTime	Identifies the 15-minute UTC reporting interval for the aggregated row. This column supports trend analysis, period comparisons, and time-based reporting.
QueueId	STRING	FactQueueSegment	QueueId	Identifies the queue associated with the segment. This column is used to analyze workload, responsiveness, abandonment, and service-level performance across queues.
ChannelCode	INT	FactConversation	Joined through ConversationId	Identifies the communication channel, such as chat, voice, SMS, or social messaging, enabling channel-based reporting and comparison.
ConversationStatusCode	INT	FactConversation	Joined through ConversationId	Identifies the conversation status associated with the segment, allowing reports to analyze queue activity by conversation outcome and lifecycle stage.
BusinessUnitId	STRING	FactConversation	Joined through ConversationId	Identifies the Dataverse business unit that owns the queue. Use this column for organizational reporting on queue-segment performance.
ConversationDirectionCode	INT	FactConversation	Joined through ConversationId	Identifies whether the conversation was inbound or outbound, helping distinguish customer demand from proactive outreach activities.
SegmentStateCode	INT	FactQueueSegment	SegmentStateCode	Stores the lifecycle state code of the queue segment. This value is used for filtering and lifecycle analysis.
SegmentState	STRING	FactQueueSegment	SegmentState	Stores the human-readable lifecycle state label used in reports and filters.
SegmentStatusCode	INT	FactQueueSegment	SegmentStatusCode	Identifies the detailed segment status reason and provides additional insight into queue-segment outcomes.
SegmentStatus	STRING	FactQueueSegment	SegmentStatus	Displays the readable segment status label used in dashboard filters, reporting, and troubleshooting.

Metric columns

Calculate engagement and abandonment rates, service levels, wait and handle times, and customer experience metrics from these counts and totals. The table doesn't store percentages or averages. The Queue segment metrics reference article provides metric definitions and DAX calculations.

Volume columns

Use these counts to assess queue demand, workload, engagement, abandonment, transfers, and service levels.

Column	Type	Source	Source field or ETL logic	Description
TotalSegments	INT	FactQueueSegment	COUNT(*)	Stores the total number of queue segments that entered the queue during the reporting interval. Provides the primary measure of queue workload and demand.
EngagedSegments	INT	FactQueueSegment	SUM(CASE IsEngaged = 1)	Stores the number of queue segments associated with conversations accepted by a service representative. Indicates handled queue demand.
AbandonedSegments	INT	FactQueueSegment	SUM(CASE IsAbandoned = 1)	Stores the number of queue segments that ended before a service representative accepted the interaction. Used to evaluate queue abandonment patterns.
ShortAbandonedSegments	INT	FactQueueSegment	SUM(CASE IsShortAbandoned = 1)	Stores the number of segments abandoned within the configured short-abandon threshold. Helps distinguish immediate disconnects from longer queue waits.
InSLASegments	INT	FactQueueSegment	SUM(CASE IsInServiceLevel = 1)	Stores the number of queue segments answered within the configured service-level target. Used as the basis for SLA reporting.
TransferredInSegments	INT	FactQueueSegment	SUM(CASE IsTransferredIn = 1)	Stores the number of queue segments received from another queue. Helps identify transferred workload entering the queue.
TransferredOutSegments	INT	FactQueueSegment	SUM(CASE IsTransferredOut = 1)	Stores the number of queue segments transferred to another queue. Helps identify queues that frequently reroute work.

Duration and response columns

Use these cumulative values to measure customer waits, service representative effort, responsiveness, and interaction complexity. All durations are in seconds. Reports calculate averages at query time from the stored totals.

Column	Type	Source field or ETL logic	Description
TotalFirstWaitTimeInSeconds	BIGINT	SUM(FirstWaitTimeInSeconds)	Stores cumulative customer wait time before a conversation is accepted by a service representative while in the queue.
WaitTimeCount	INT	Count where FirstWaitTimeInSeconds isn't null and IsEngaged = 1	Stores the number of engaged segments that contributed wait-time values. Used as a denominator when calculating average wait-time metrics.
TotalHandleTimeInSeconds	BIGINT	SUM(HandleTimeInSeconds)	Stores the cumulative handling effort associated with engaged queue segments.
TotalTalkTimeInSeconds	BIGINT	SUM(TalkTimeInSeconds)	Stores the cumulative voice conversation time between customers and service representatives.
TotalHoldTimeInSeconds	BIGINT	SUM(HoldTimeInSeconds)	Stores the cumulative time customers spent on hold while interacting with a service representative.
TotalActiveTimeInSeconds	BIGINT	SUM(ActiveTimeInSeconds)	Stores the total time interactions were actively progressing.
TotalInactiveTimeInSeconds	BIGINT	SUM(InactiveTimeInSeconds)	Stores the total inactive time associated with queue segments.
TotalActiveWrapupTimeInSeconds	BIGINT	SUM(ActiveWrapupTimeInSeconds)	Stores the cumulative active wrap-up effort performed after interactions are completed.
TotalResponseTimeInSeconds	DOUBLE	SUM(TotalResponseTimeInSeconds)	Stores cumulative response time across all message exchanges associated with queue segments.
MessageBlockCount	INT	SUM(MessageBlockCount)	Stores the total number of message-exchange blocks used to calculate response-time metrics.
TotalFirstResponseTimeInSeconds	DOUBLE	SUM(FirstResponseTimeInSeconds)	Stores cumulative time between the customer's first message and the service representative's first response.
FirstResponseTimeCount	INT	Count where FirstResponseTimeInSeconds isn't null	Stores the number of segments that contributed first-response-time values.
TotalFirstResponseTimeAfterAcceptanceInSeconds	DOUBLE	SUM(FirstResponseTimeAfterAcceptanceInSeconds)	Stores cumulative time between service representative acceptance and the first response sent after acceptance.
FirstResponseTimeAfterAcceptanceCount	INT	Count where FirstResponseTimeAfterAcceptanceInSeconds isn't null	Stores the number of segments that contributed first-response-after-acceptance values.

Quality columns

Survey values join to queue segments through ConversationId. A conversation can move through multiple queues, so the same customer feedback can contribute to multiple segments.

Column	Type	Source field or ETL logic	Description
Survey_TotalCSATScore	DOUBLE	SUM(Survey_CSATScore) through ConversationId	Stores the cumulative customer satisfaction (CSAT) score associated with queue segments.
Survey_CSATResponseCount	INT	Count where Survey_CSATScore isn't null	Stores the number of customer satisfaction survey responses represented in the aggregated row.
Survey_TotalNPSScore	DOUBLE	SUM(Survey_NPSScore) through ConversationId	Stores the cumulative Net Promoter Score (NPS) associated with queue segments.
Survey_NPSResponseCount	INT	Count where Survey_NPSScore isn't null	Stores the number of NPS survey responses represented in the aggregated row.

Metadata columns

Use these system-generated columns for partitioning, refresh monitoring, data lineage, troubleshooting, and data quality checks, rather than typical business reporting.

Column	Type	Source	Source field or ETL logic	Description
_AggregationDate	DATE	FactQueueSegment	Date portion of SegmentStartDateTime	Stores the date associated with the aggregation interval. Used for partitioning and joins to DimDate.
_SourceRecordCount	INT	ETL	COUNT(*)	Stores the number of source segment records combined to create the aggregated row.
_LastRefreshedDateTimeUtc	TIMESTAMP	ETL	current_timestamp()	Stores the UTC timestamp of the most recent table refresh and supports refresh monitoring and data-quality validation.