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With the Queue Group Dashboard All dashboard,
see an overview of real-time and historical data for queue groups. See the number of calls
waiting in queues and the rate at which customers are hanging up before reaching an agent.
Use data on underperforming and overperforming queues to make routing adjustments.
Use the dashboard
To use the dashboard, 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 Groups. The dashboard appears.
Filter your results using the following fields:
Queue Group: by queue group
Language: by language
In the Time format field, set the time format.
Click Update.
Tiles
This dashboard contains the following metrics tiles:
Queued Now: the number of calls or chats that are currently waiting in
queue
Overall SLA %: the SLA percentage for the current interval. Out of all the
interactions that entered the queue, the percentage of interactions that
started an active conversation with an agent within the configured SLA
threshold. If short abandons are excluded in your SLA configuration,
interactions that abandon within the configuration abandon threshold aren't
counted. Due to Recovered Calls being factored out, if the divisor is lower
than the dividend then we set the dividend to equal the divisor creating a cap
at 100%.
Total Handled Interactions: the number of interactions (call or chat)
handled by an agent. This includes work that an agent receives from a queue
and work that was directly allocated to an agent and never entered a queue.
This is the count of all Call interactions where the Event is
Finished or Failed.
Abandons: the number of interactions that were waiting in queue and were
disconnected by the consumer before being accepted by an agent. This excludes
Short Abandons.
Avg Queue Abandon Time: the average amount of time that calls or chats
waited in a queue before disconnecting without being accepted by an agent.
This is calculated as the sum of (BCW Duration + Call Duration + ACW
Duration) / Total Handled Calls
Callbacks Waiting: the number of calls that are waiting to be connected
to an agent
Avg Queue Time: the average amount of time that calls or chats
waited in a queue before disconnecting without being accepted by an agent
Current Max Queue Wait Time: the current maximum amount of time elapsed
while calls or chats spend time in a queue waiting for agent assignment. It
doesn't consider whether or not the call or chat was answered.
Avg Handle Time: the average amount of time that elapsed from when an
agent was assigned a chat to when they ended the wrap-up phase. AHT starts
when the call is assigned to the agent, not when the call is connected to the
agent, and is calculated as the sum of (BCW Duration + Call Duration + ACW
Duration) / Total Handled Calls
Tables
This dashboard contains the following metrics table. Hold the pointer over a
table heading to see its description.
Live Data - Calls: displays the current live data for calls
Live Data - Chats: displays the current live data for chats
Historical Data - Calls: displays the historical data for calls
Historical Data - Chats: displays the historical data for chats
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-09-04 UTC."],[[["\u003cp\u003eThe Queue Group Dashboard All provides real-time and historical data for queue groups, including calls waiting and customer hang-up rates.\u003c/p\u003e\n"],["\u003cp\u003eThis dashboard helps optimize routing by identifying underperforming and overperforming queues, allowing for informed adjustments.\u003c/p\u003e\n"],["\u003cp\u003eThe dashboard includes metrics tiles such as Queued Now, Overall SLA %, Total Handled Interactions, Abandons, and various time-based averages like Avg Queue Abandon Time and Avg Handle Time.\u003c/p\u003e\n"],["\u003cp\u003eUsers can filter the dashboard data by queue group and language, and adjust the time format for specific analysis.\u003c/p\u003e\n"],["\u003cp\u003eThe dashboard features tables for Live Data (Calls and Chats) and Historical Data (Calls and Chats), providing detailed breakdowns of queue activity.\u003c/p\u003e\n"]]],[],null,["# Queue group dashboard\n\nWith the **Queue Group Dashboard All** dashboard,\n\n\nsee an overview of real-time and historical data for queue groups. See the number of calls\nwaiting in queues and the rate at which customers are hanging up before reaching an agent.\nUse data on underperforming and overperforming queues to make routing adjustments.\n| **Note:** This dashboard only reports on queues that are part of a queue group. Google recommends removing a queue from a queue group outside of operating hours to minimize impact on reporting data.\n\nUse the dashboard\n-----------------\n\nTo use the dashboard, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Advanced\n Reporting** . If you don't see the **Dashboard** menu, expand the window\n horizontally until the **Dashboard** menu appears. The **Advanced Reporting\n Landing Page** appears.\n\n2. Click **Queue Groups**. The dashboard appears.\n\n3. Filter your results using the following fields:\n\n - **Queue Group**: by queue group\n\n - **Language**: by language\n\n4. In the **Time format** field, set the time format.\n\n5. Click **Update**.\n\nTiles\n-----\n\nThis dashboard contains the following metrics tiles:\n\n- **Queued Now**: the number of calls or chats that are currently waiting in\n queue\n\n- **Overall SLA %**: the SLA percentage for the current interval. Out of all the\n interactions that entered the queue, the percentage of interactions that\n started an active conversation with an agent within the configured SLA\n threshold. If short abandons are excluded in your SLA configuration,\n interactions that abandon within the configuration abandon threshold aren't\n counted. Due to Recovered Calls being factored out, if the divisor is lower\n than the dividend then we set the dividend to equal the divisor creating a cap\n at 100%.\n\n- **Total Handled Interactions** : the number of interactions (call or chat)\n handled by an agent. This includes work that an agent receives from a queue\n and work that was directly allocated to an agent and never entered a queue.\n This is the count of all **Call** interactions where the **Event** is\n **Finished** or **Failed**.\n\n- **Abandons**: the number of interactions that were waiting in queue and were\n disconnected by the consumer before being accepted by an agent. This excludes\n Short Abandons.\n\n- **Avg Queue Abandon Time**: the average amount of time that calls or chats\n waited in a queue before disconnecting without being accepted by an agent.\n This is calculated as the sum of (BCW Duration + Call Duration + ACW\n Duration) / Total Handled Calls\n\n- **Callbacks Waiting**: the number of calls that are waiting to be connected\n to an agent\n\n- **Avg Queue Time**: the average amount of time that calls or chats\n waited in a queue before disconnecting without being accepted by an agent\n\n- **Current Max Queue Wait Time**: the current maximum amount of time elapsed\n while calls or chats spend time in a queue waiting for agent assignment. It\n doesn't consider whether or not the call or chat was answered.\n\n- **Avg Handle Time**: the average amount of time that elapsed from when an\n agent was assigned a chat to when they ended the wrap-up phase. AHT starts\n when the call is assigned to the agent, not when the call is connected to the\n agent, and is calculated as the sum of (BCW Duration + Call Duration + ACW\n Duration) / Total Handled Calls\n\nTables\n------\n\nThis dashboard contains the following metrics table. Hold the pointer over a\ntable heading to see its description.\n\n- **Live Data - Calls**: displays the current live data for calls\n\n- **Live Data - Chats**: displays the current live data for chats\n\n- **Historical Data - Calls**: displays the historical data for calls\n\n- **Historical Data - Chats**: displays the historical data for chats"]]
Update.