Queue Stats Today
Report Summary | Provides statistics of a queue for the current day since midnight |
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Includes tasks offered, handled, transferred, and SLA % on a given queue for today.
The queue-based reports are developed based on Agent Tasks that are created each time a conversation is queued to a queue (and is not based upon conversations).
See Reporting Database Schema -> agent_task to see details of agent tasks.
Report Columns
Following are the report columns:
Fields | Description |
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Queue name | The name of the queue |
Date | Shows the date |
Total Offered | Total offered tasks to the queue since midnight |
Done | The count of tasks that have the disposition DONE |
Cancelled | The count of tasks that have the disposition CANCELLED (where the customer left in queue or while ringing the chat on agent) |
Transferred Out | Shows the count of tasks transferred out from the queue |
RONA | Shows the count of tasks that are close due to RONA disposition |
No Agent Available | Shows the count of tasks that are closed due to No Agent Available disposition |
Agent Logout | Shows the count of tasks that are closed due to 'Agent Logged Out' disposition |
Force Closed | Shows the count of tasks that are closed due to FORCE_CLOSED disposition |
Reroute | Shows the count of tasks that are closed due to "REROUTE" disposition |
Response Timeout | Shows the count of tasks that are closed due to "RESPONSE_TIMEOUT" disposition |
Average Queue Duration | The average time a task remains in this queue while waiting to be routed to an agent
Format hours:minutes:seconds (00:00:00) |
Average Handled Duration | The average time an agent takes to handle a task of this queue. Handled duration is equal to:
Format hours:minutes:seconds (00:00:00) In case if a conversation was joined and handled by multiple agents, the conversation's total handled duration is a sum of the handle durations of all agent tasks (created for each agent who joined the conversation). The average handled duration is calculated as:
This handle time might not be equal to the total conversation duration (since a conversation may remain active with the bot even after the agent left the conversation). |
Max Queue Duration | The maximum time a task waited in the queue since midnight. This is calculated as: (task_reserved_time - task_queue_time) Format hours:minutes:seconds (00:00:00) |
Maximum Handled Duration | The maximum time duration that it took to handle a task on this queue. This is the longest of all tasks handling time. For a single task, it is calculated as: Max ( task_end_time - task_answered_time) Task End Time: when the task is closed Format hours:minutes:seconds (00:00:00) |
Answered Within SL | A count of all tasks that were answered within the Service Level threshold |
Answered After SL | A count of all tasks that were answered after the Service Level threshold |
Abandoned Within SL | A count of all tasks that were abandoned within the Service Level threshold |
Abandoned After SL | A count of all tasks that were abandoned after the Service Level threshold |
Service Level% | Service Level % of the queue. This is calculated as per the Service Level Type value set in the queue definition on the Unified Admin application. See the Administrator Guide to learn more about Service Level configuration. Based on one of the following values specified in the Service Level Type field, the Service Level is calculated as the following:
For more details on SLA calculations, see Key Reporting Concepts and SLA Calculations |
%Answered within Service Level | A percentage of all tasks that were answered within the Service Level threshold, as defined in the queue definition in Unified Admin. This is calculated as:
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%Answered after Service Level | A percentage of all tasks that were answered after the Service Level threshold
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%Abandoned within Service Level | A percentage of all tasks that were abandoned within the Service Level threshold
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%Abandoned after Service Level | A percentage of all tasks that were abandoned after the Service Level threshold
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Report Filters
Queue - Select the queue(s) for which you want to see the stats for Today
Queue Stats Today