The main Queue analytics page allows an administrator to see an overview of the performance of the available queues. The queues are grouped by type, which indicates the focus of call statistics for that queue, i.e. inbound or outbound. This page includes filters that can reduce the view down to a group (type), specific queue or a desired date range of data. 

The analytics pages should only be used for historical data analysis. For current information, refer to the section on Real-time pages.

The information available at this overview level is around the macro performance of a queue, total calls, including answered and lost, and time including average and total. More granular information is available by selecting a specific queue. 

Because of the nature of inbound calls instead of outbound, the information available when viewing a specific queue is related to the queue type.

Inbound vs Outbound Queue Available Information

Inbound Queue Detailed Report

The basis for these differences is the nature of each of these types of calls; for example, when calling in, there may be several callers waiting for service, in which case understanding the spread of call entry positions will indicate whether there are enough agents to service the demand.

Queue abandonments on an inbound call queue can be for multiple reasons, possibly being that the caller gave up and abandoned the call, or decided to take another action (like leave a voicemail) and so excited with a keypress. Alternatively, there may not have been any agents logged in, and the queue was empty, or the demand was too high for the number of agents available, and the caller was not able to be answered within the specified queue timeout period.

The Call status reporting component in an inbound call queue will show the ratio of transferred to completed calls and can often show if an agent is struggling to handle calls by themselves.

The Ring attempt report will highlight attempts to reach the agent that was unsuccessful, either were not answered or rejected either by way of a “Do-Not-Disturb” function or a rapid reject.

Disposition reporting on a queue will show a breakdown of call outcomes and gives a good high-level indication of team effectiveness.

Service levels on an inbound queue indicate the speed at which a call was answered and whether this complies with the predetermined threshold configured in the queue settings. Call Centres often need to comply with a Service level agreed upon in their own contracts, which makes monitoring this crucial to their service delivery. “Short abandons” (calls hung up within 5 seconds) are also identified within the Service Level report. 

Call activity by agent shows the agent, the number of calls they did not answer, the amount of calls sent to do not disturb, the percentage they have for their answer seizure ratio or ASR, how many calls they answered, who hung up at the end of the call, the caller or the agent, the average call time and the total call time. When an agent is selected, the user will be redirected to the agent analytics page. The answered calls and hung-up calls values can be selected for further details. The user will be redirected to the queue call log pages. 

Outbound Queue Detailed Report

Outbound Queue detailed reporting differs from Inbound in many respects. Abandonments, for instance, are based on the behaviour of the agent calling out, and the configured timeout value of the queue is the maximum length of time considered reasonable for the agent to wait for the call to be answered, whilst cancelled are those calls hung up before that time limit was reached. This is useful in finding agents who hung up rapidly, not giving the recipient a reasonable chance to answer.

The Service Level component will also assist in identifying agents who are cancelling the call early and not giving the recipient a sufficient chance to answer the phone.

Call Traces (Queue Logs)

On both inbound and outbound queue reports, there are values that, when pointed at, will highlight in blue, which indicates the value can be selected for more detail. This more detailed view will redirect to the queue call logs, which gives a trace of the calls relevant. 

The trace will show each event that took place within the call and who performed what actions. From the queue call log, an administrator also has the option to search specific date and time ranges, call disposition, wait time and extensions. 

Articles Related “How To” Document Links:

Agent

How to View All Agent Analytics.

How to View Individual Agents Analytics.

Queue

How to View ALL Queue Analytics.

How to View Individual Queue Analytics.

How to use the Queue Analytics to trace Inbound/Outbound calls.

Inbound

How to View Inbound Analytics.

Campaign

How to View Campaign Analytics.

Automated

How to Create an Automated Report.

What are the SFTP Details?

How to Add SFTP Details for Automated Reports.