Queue dashboard

The Queue dashboard gives you a broad overview of the customer service experience in your organization by providing insights into how specific queues are operating.

By default, the dashboard shows key performance indicators (KPIs) for the past month and for all channels, queues, and agents in your system. You can use the data filtering options to select data for specific time periods, channels, queues, agents, conversation status, and time zone. To filter data by duration, channel, queue, agent, conversation status, or time zone, select a value from the respective dropdown list.

Note

If you switch to a different dashboard, the filter you specified will persist and be applied to the data on all dashboards.

Access the Queue dashboard

In the Customer Service workspace or Omnichannel for Customer Service app, do one of the following to view the dashboard:

• In the default view, select the plus (+) icon, and then select Omnichannel historical analytics.
• If the enhanced multisession workspace view is enabled, select the site map and then select Omnichannel historical analytics.

On the page that appears, select the dashboard.

Report details

The following KPIs are displayed in the Queue dashboard.

KPI	Description
Incoming sessions	The total number of sessions initiated by customers.
Engaged sessions	The number of sessions presented to an agent that were accepted.
Avg. wait time (sec)	The average time customers waited before connecting to an agent. It's similar to "speed to answer," but this metric includes the wait time from each session within a conversation.
Avg. session handle time	The total session active time across engaged sessions.
Transfer rate	The percentage of conversations that were transferred to another agent or queue.
Avg. session sentiment	The average predicted customer sentiment for a given session.

The following charts are displayed in the Queue dashboard.

Title	Description
Incoming session vs engaged session	The total number of sessions initiated by customers versus the number of sessions initiated and accepted by an agent.
Avg. wait time (sec)	The average time customers waited before connecting to an agent. It's similar to "speed to answer," but this metric includes wait time from each session within a conversation.
Avg. session active time (min)	The average total session active time across engaged conversations.
Avg. session handle time (min)	The average total session handle time across engaged conversations.
Sessions rejected/timed out rate	The number of sessions presented to an agent that weren't accepted.

Session summary	Description
Incoming sessions	The number of sessions initiated by a customer
Engaged sessions	The number of sessions accepted by an agent.
Avg. wait time (sec)	The average time customers waited before connecting to agents. This is similar to "speed to answer," but it includes wait time from each session within a conversation.
Session rejected/timed out rate	The number of sessions presented to an agent that weren't accepted.
Transfer rate	The percentage of conversations that were transferred to another agent or queue.
Avg. session time (min)	The average time, from session start to end, for engaged sessions.
Avg. session handle time (min)	The average of the total session active time across engaged sessions.
Avg. session sentiment	The average predicted customer sentiment for a given session.

Session details	Description
Avg. session active time (min)	The average total session active time across engaged conversations.
Avg. session inactive time (min)	The average total session inactive time across engaged sessions.
Avg. incoming messages	The average total number of incoming messages from the customer, per session.
Avg. outgoing messages	The average total number of outgoing messages from the customer, per session.
Incoming messages	The total incoming messages from the customer, per session.
Outgoing messages	The total outgoing messages per session from customer, per session.

Consult/ Monitor	Descriptions
Consult sessions	Number of sessions where the agent has participated in consult mode.
Avg consult time (min)	Average time an agent spent during a session in consult mode.
Monitor sessions	Number of sessions where the agent has participated in monitor mode
Avg monitor time (min)	Average time agent spent on a session in monitoring mode

A blue upward triangle next to the value indicates that the percentage has changed in a positive direction. A red downward triangle indicates that the percentage has changed in a negative direction.

Queue hourly details drill-down view

The "queue hourly details drill-down" view provides a more granular insight into the hour-by-hour breakdown of key conversation metrics within the contact center. Metrics for the conversation summary and conversation details are the same as the day-by-day view, ensuring that supervisors can consistently analyze their contact center operation regardless of duration granularity.

To view the drill-down report, select any single metric value on the required day, then select Hourly details.

See also

Conversation dashboard
Dashboard overview
Agent dashboard
Bot dashboard
Conversation Topics dashboard
Manage report bookmarks