Queue Interval dashboards

With the Queue Interval Dashboard Calls and Queue Interval Dashboard Chats dashboards, see how successfully queues are meeting service level agreement (SLA) targets over 30-minute intervals for a full day. See the total number of calls handled, handle times, and abandoned contacts by interval.

You can do trend analysis by regularly exporting and monitoring data to verify that SLAs are being met. Where queues are exceeding SLAs, you can consider allowing agents go offline to perform other tasks, for example.

Use the dashboards

To use the dashboards, follow these steps:

  1. 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.

  2. Click Queue Interval / Calls or Queue Interval / Chats. The dashboard appears.

  3. Click the Date field to select a date range, and then do one of the following:

    • Select a preset date range. To do this, follow these steps:

      1. Click More to view all of the preset date ranges.

      2. Click the date range that you want.

    • Select a custom range. To do this, follow these steps:

      1. Click Custom.

      2. In the Custom field, enter a start and end date for your date range. You can type your date range or click Click the calendar icon to see the calendar. Open calendar to select start and end dates.

  4. Filter your results using the following fields:

    • Start Time and End Time. Filter results to this time range.

    • Queue. Filter by queue.

    • Queue Group. Filter by queue group.

    • Interaction Type. Filter by one or more interaction types.

    • Direction. Filter by interaction direction.

  5. Click Click the update icon to update. Update.

Tiles

These dashboards contain the following metrics tiles:

  • SLA by Interval: Displays the percentage of interactions that were in SLA, by interval. When you filter for a single day, each bar represents a 30-minute interval. When you filter for multiple days, each bar represents one day. Click a bar to display the SLA by Interval table for that interval.

  • Service Level: Displays the percentage of interactions that were in and out of SLA.

  • In SLA: Displays the number of interactions that were in SLA.

  • Out SLA: Displays the number of interactions that were out of SLA.

  • Queue Interactions Versus Queue Abandons by Interval: Displays the total number of interactions that entered a queue versus the number of queue abandons. When you filter for a single day, each bar represents a 30-minute interval. When you filter for multiple days, each bar represents one day.

  • Handled Interactions by Interval: Displays the total handled interactions by interval. When you filter for a single day, each bar represents a 30-minute interval. When you filter for multiple days, each bar represents one day.

Table

These dashboards contain the following metrics table. Hold the pointer over a table heading to see its description.

  • Queue Interval Metrics: Data about queue interval performance.