With the Queue Performance - Calls and Queue Performance - Chats dashboards, get performance metrics by queue for your call and chat sessions. This includes queue interaction volume, abandons, handle time, callbacks, sentiment, and CSAT.
Data appears only for capabilities enabled on your instance. For example, Consumer phone number values appear only if the legal addendum for viewing customer phone numbers has been signed for your account.
Use the dashboards
To use the dashboards, follow these steps:
In the CCAI Platform portal, click Dashboard > Queue Performance. The Queue Performance / Calls dashboard appears.
To view the Queue Performance / Chats dashboard, click the Chats tab.
Click the Date field to select a date range, and then do one of the following:
Select a preset date range:
Click More to view all of the preset date ranges.
Click the date range that you want.
Select a custom range:
Click Custom.
In the Custom field, enter a start and end date for your date range. You can type your date range or click
Open calendar to select start and
end dates.
Filter your results using the following fields:
Queue Name. Filter by queue name.
Queue Group. Filter by queue group.
Language. Filter by the language assigned to the queue.
Location. Filter by one or multiple locations.
Call ID (calls only). Filter by call ID.
Chat ID (chats only). Filter by chat ID.
Disposition Code: Filter by disposition code.
Consumer Phone Number (calls only). Filter by the phone number that the user used to call in.
VA Escalation in Queue: Filter by whether there was a virtual agent escalation in the queue.
Direction (chats only). Filter by the direction of the session.
Click
Reload.
Tiles
These dashboards contain the following metrics tiles:
SLA %: the percentage of interactions that an agent started within the SLA threshold that you configured
Total Queue Interactions: the number of interactions that were waiting in queue to be connected to an agent
Total Queue Abandons: the number of interactions that were waiting in queue and abandoned before being connected to an agent
Avg Queue Abandon Time: the average time a user waited in queue before abandoning the interaction
Abandonment Rate %: the percentage of interactions users abandoned in the queue over the specified time period
Average Handle Time: the average time from when agents were assigned a call to when they completed wrap-up
Total Callbacks Completed (calls only): the number of callbacks completed
Sentiment Score: a quantitative measure of the emotional tone and subjective opinion conveyed in a customer interaction
CSAT: the average customer satisfaction score awarded by users in the specified time period
Total Inbound Handled (calls only): the total number of inbound calls handled
Total VA In-Queue Interactions (calls only): the number of calls where virtual agents were active while end-users were in a queue
Avg VA In-Queue Time (calls only): the average time that virtual agents were active while end-users were in a queue
Total VA In-Queue Time (calls only): the total time that virtual agents were active while end-users were in a queue
Tables
These dashboards contain the following metrics tables. Hold the pointer over a` column heading to see its description.
Queue Summary Table: session metrics summary
Queue Detailed Table: session interaction details. To access a call recording from your CRM, click a link in the Call ID column. To access a chat transcript from your CRM, click a link in the Chat ID column.