With the Real-time Queue Monitoring - Calls and the Real-time Queue Monitoring - Chats dashboards, 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 dashboards refresh every 60 seconds by default.
Use the dashboards
To use the dashboards, follow these steps:
In the CCAI Platform portal, click Dashboard > Advanced Reporting. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears. The Advanced Reporting Landing Page appears.
Click Queue Monitoring / Calls or Queue Monitoring / Chats. The dashboard appears.
Filter your results using the following fields:
Queue Group. Filter by queue group.
Queue Name. Filter by queue name.
Language. Filter by the language assigned to the queue.
Team Filter. Filter by one or more teams.
Location. Filter by the location of the agent.
Interaction type: Filter by the type of interaction.
Direction: Filter by the direction of the interaction.
Click
Update.
Tiles
These dashboards contain the following metrics tiles:
Total Active Calls (calls only): the total number of calls that are active
Total Active Chats (chats only): the total number of chats that are active
Total 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 turns pale blue.
Current Max Queue Wait Time (H:M:S): the current longest time a call or chat is in a queue waiting for agent assignment. This indicates how long your contacts are waiting to be connected.
Overall SLA %: an aggregated SLA that is associated with all queues. If filters are applied to the dashboard for only a few queues, the widget updates to display the SLA for the chosen queues.
Total Queue Interactions: the total number of calls or chats waiting in the queue for agent assistance, including transfers
Total Transfers (chats only): the total number of interactions transferred from one agent or queue to another
Avg Queue Time (H:M:S): 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
Avg Speed to Answer (H:M:S): the average time an interaction remains in the queue until it is assigned to an agent. This is only measured in instances where the interaction is ultimately handled by an agent.
Total Repeat Contacts: the number of contacts that returned to the same queue, using the same device, within the configured amount of time
Total Queue Abandons: the total number of interactions that failed while waiting in queue to be assigned to an agent
Avg Queue Abandon Time (H:M:S): the average amount of time that calls or chats waited in a queue before disconnecting without being accepted by an agent
Total Handled: the number of interactions handled by an agent
Avg Handle Time (H:M:S): the average amount of time across all interactions 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.
Total Failed: the number of calls or chats that failed to connect to an agent. This occurs for reasons such as expired transfer, no answer, or declined by consumer.
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