Queue interval dashboards

Preview

This feature is subject to the "Pre-GA Offerings Terms" in the General Service Terms section of the Service Specific Terms. Pre-GA features are available "as is" and might have limited support. For more information, see the launch stage descriptions.

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 data 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 Open calendar to select start and end dates.

        Note: The maximum date range that you can specify is 45 days. If you specify a date range of more than 45 days, the dashboard returns an error.

4. Filter your results using the following fields:

   • Start Time and End Time: get results from only within this time range

   • Queue: by queue

   • Direction: by the direction of the interaction

5. Click Update.

Tiles

These dashboards contain the following metrics tiles:

• SLA by interval: displays all the 30 minute intervals from midnight to midnight for yesterday as its default value. When your SLA is met it appears in green. If your SLA hasn't been met it appears in red. When the time duration picker is set to the duration of more than one day, the data is displayed in days. You can get a more granular view of the data of a particular day in the duration set by visualizing using the 30 minute interval.

• Service Level: displays every 30 minute gap between midnight and midnight. The SLA is displayed in green when the business meets the SLA, and in red when the SLA is not met.

• In SLA: displays the number of 30 minute intervals that meet the SLA

• Out of SLA: displays the number of 30 minute intervals that don't meet the SLA

• Queue Interactions Versus Queue Abandons by Interval: displays the total number of interactions that entered a queue versus the number of queue abandons. This data is shown side by side, and by time interval.

• Handled Interactions by Interval: displays the total handled interactions by interval for either calls or chats. When the time duration is set for more than one day, it displays in days. You can click a day to see the data in 30 minute intervals.

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.