Viewing the Queue Report
Overview
The Queue Report provides a comprehensive view of the performance and efficiency of your customer service queues. It presents key metrics that help you understand how well your queues function and where improvements may be needed.
The report includes data on the total number of enquiries received, picked up, and missed in all queues. It also provides insights into the wait times for enquiries, including average and longest. These metrics are crucial for assessing the responsiveness of your service and identifying any bottlenecks or issues.
Queue Report Metrics
Received in Queue - shows the total number of enquiries in all queues.
Picked-up in Queue - shows the total number of picked-up enquiries in all queues.
Missed in Queue - show the total number of enquiries not picked up, timed out and maxed out from the queues.
Average Wait Time - show the average time in minutes and seconds spent on enquiries in the queue before being assigned to an agent.
Longest Wait Time - shows the longest time in minutes and seconds for any current enquiry waiting in the queue.
Picked-Up Enquiries % - the percentage of picked-up enquiries in the queue.
Missed in Queue % - the percentage of enquiries expired and maxed out in the queue.
Queue Report Table Details
| Table Column Name | Description |
|---|---|
| Queue Name | Display the name of the Queue that is used in the enquiry routing. |
| Distribution Method | Display ACD method being used to distribute enquiries to agents (e.g., simultaneous, most idle, round robin, fixed order) |
| Received in Queue | Display total enquiries received by each queue |
| Picked-Up Enquiries | Display total enquiries picked-up |
| Missed in Queue | Display the total number of enquiries not picked up, expired and maxed out from the Queue. |
| Average Wait Time | Display the average time enquiries spend in the queue before being assigned to an agent to assess the response efficiency. |
| Longest Wait Time | Display the longest time any current enquiry has been waiting in the queue to address potential bottlenecks. |
| Picked-Up Enquiries % | Display the percentage of total enquiries successfully routed to an agent to measure the service coverage. Formula: Picked-up / Total Enquiry * 100%, round up to the nearest tenths) |
| Missed in Queue % | Display the percentage of enquiries that were not picked up, expired and maxed out in the queue to identify areas for improvement. Formula: Missed from Queue / Total Enquiry * 100%, round up to the nearest tenths) |
| Peak Queue Length | Display the highest number of enquiries in the queue at the same hour to identify periods of high demand and inform decisions about staffing and resource allocation. |
Search and Filter
You can expand and customise the queue data display with filters, e.g., Date and Time, Queue Name and Distribution Method.
- Date & Time - select queue data by date, which can be customised with a time range. Default to Yesterday.
- Queue Name - search and select the Queue name you want to know its data in particular.
- Distribution Method - search and select the method you want to know its data about.
Download Queue Details
You can download the Queue Report details in an Excel file.
- Click the Download icon to download the report to your local device.
Updated 4 months ago