Queue Now and Queue Group Now monitors
The Queue Now monitor enables supervisors to view queue statistics in real-time, as well as expand individual queues in the monitor to view statistics on each queue’s associated member agents or extensions. When you expand the Queue Now monitor to display the Name column, the monitor also displays member presence in the queue. Presence is indicated by a colored star in the Present column. A green star indicates the member is present in the queue. A gray star and gray row indicate the agent is not present in the queue. (See the following figure.)
- Multimedia interactions in queue tagged as Junk or No Reply from Interactive Visual Queue and Ignite are not included in queue Handled, Completed, and Offered counts.
- Prior to version 7.1, Queue Now monitors displayed queue’s member agent groups with agent group statistics. As of version 7.1, this functionality has been removed. Instead, queue members are grouped by agent group.
The Queue Group Now monitor enables supervisors to view aggregated statistics for Reporting, Virtual, and Unified queue groups in real-time, as well as expand individual queue groups in the monitor to view statistics for the queue group’s associated queues. (See the following figure.)
The following table lists the real-time and over-the-business-day Queue Now and Queue Group Now queue and queue group statistics and their definitions.
Some statistics in the Queue Now monitor display in the Queue Group Now monitor as member statistics.
| Term | Abbreviated Name | Meaning |
|---|---|---|
| Queue Status | Queue Status |
The current status of the queue—either Open, Closed, or Do Not Disturb (voice only) |
| Queue Group Number | Queue Group # | The queue group reporting number (Queue Group Now only) |
| Media Server | Media Server | The queue’s media server |
| Queue Number | Queue # | The queue's reporting number |
| Queue Name | Name | The queue or queue group name |
| Contacts Waiting | Contacts Wtg | The current number of contacts in queue waiting for an member to become available, including those listening to silence, music, or recorded announcements |
| Longest Waiting | Long Wtg | The current duration, in minutes and seconds, of the contact waiting the longest in queue or queue group |
|
Available (Queue Now) Agents Available (Queue Group Now) |
Avail (Queue Now) Agts Avail (Queue Group Now) |
The total number of members logged in and not in Do Not Disturb, Make Busy, Work Timer, Ringing, Reseize Timer, Unknown, and Offline (Ignite, WEB) |
| ACD | ACD | The current number of members handling ACD interactions |
| Idle | Idle | The current number of members logged on and ready to receive interactions |
| Non ACD | Non ACD | The current number of members handling Non ACD calls (voice only) |
| Outbound | Out | The current number of members on outgoing calls (voice only) |
| Unavailable | Unavail | The current number of agents in Do Not Disturb, Make Busy, Work Timer, or Unknown |
| Offered | Offr | The total number of interactions offered to the queue / queue group |
| Handled | Hndl | The total number of ACD interactions handled by members |
| Abandoned | Abn |
The total number of interactions abandoned before being answered by members Note:
Abandoned does not peg short abandons as abandoned interactions while the Abandoned column in the Interactive Visual Queue monitor displays all abandoned interactions. Because of this difference, you may notice discrepancies between the abandoned call information in these two monitors. |
| Interflowed | Intrfl | The total number of ACD interactions interflowed. Interflow is a mechanism that directs an interaction waiting in queue to another answer point. |
| Dial Out Of Queue | Dial Out Of Queue | The total number of times callers have used the Dial out of Queue option, as configured on workflows (voice only) |
| Requeued | Re Q |
The total number of ACD interactions requeued Note:
This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'. |
| Average Time to Handle | Avg Time Hndl | The average time it takes for the interaction to be taken out of queue (answered or picked) by a member |
| Average Time to Abandon | Avg Time Abn | The current average amount of time customers wait in queue before abandoning interactions |
| Average ConversationTime | Avg Conv Time | The current average time members spent communicating (talking, chatting, or replying) with contacts |
| Service Level % | Svc Lvl % |
For a queue, this is the percentage of interactions handled within the queue’s Service Level Time value over the day. For a queue group, this is the lowest percentage of interactions handled within the queue’s Service Level Time value over the day across all queues. |
| Handled % | % Hndl |
For a queue, this is the percentage of interactions handled compared to the total number of interactions offered to the queue for the day. For a queue group, this is the lowest percentage of interactions handled compared to the total number of interactions offered to the queue for the day across all queues. |
| % Handled by 1-4 | % Hndl by 1-4 |
For a queue, this is the percentage of all of the interactions answered by the first, second, third, and fourth agent groups. For a queue group, this is the highest percentage of all of the interactions answered by the first, second, third, and fourth agent groups. Note:
This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'. |
|
Total Conversation Time |
Ttl Conv Time | The current total time members spent communicating (talking, chatting, or replying) with contacts |
| Total Queue Unavailable | Ttl Q Unavail | The total number of times during the day that interactions are rerouted because the queue is in Do Not Disturb or has no members logged in |
| Current Queue Unavailable | Curr Q Unavail | The current number of interactions are rerouted because no members are logged in or the queue is in Do Not Disturb. Once the queue becomes available, this value resets to 0. |
| Offered Last Hour | Offr Last Hour | The total number of interactions offered to the queue during the last hour of business |
| Time to Handle Last Hour | Time Hndl Last Hour | The time interactions waited in queue during the last hour of business before being handled by an agent |
| % Handled Last Hour | % Hndl Last Hour |
For a queue, this is the percentage of interactions handled in the last hour of business, compared to the total number of interactions offered to the ACD queue for the day. For a queue group, this is the lowest percentage of interactions handled in the last hour of business, compared to the total number of interactions offered to the ACD queue for the day. |
| Service Level % Last Hour | Svc Lvl % Last Hour |
For a queue, this is the percentage of interactions answered or picked within your Service Level Time value in the last hour. For a queue group, this is the lowest percentage of interactions answered or picked within your Service Level Time value in the last hour. |
| Handled Last Hour | Hndl Last Hour | The total number of interactions handled by members during the last hour of business |
| Abandoned Last Hour | Abn Last Hour | The total number of interactions abandoned during the last hour of business |
| Interflowed Last Hour | Intrfl Last Hour | The total number of interactions interflowed during the last hour of business. Interflow is a mechanism that directs an contacts waiting in queue to another answer point. |
| Unavailable Last Hour | Unavail Last Hour |
The total number of times, in the last hour of business, interactions were rerouted because the queue they tried to access was in Do Not Disturb or had no members logged in See Current Queue Unavailable. |
| Average Handling Time Last Hour | Avg Hndl Last Hour | The average duration of interactions from agent pick up to client hang up (including hold time) during the last hour of business |
| Offered Last 15 Minutes | Offr Last 15 Min | The total number of interactions offered to the queue in the last 15 minutes of business |
| Time to Handle Last 15 Minutes | Time Hndl Last 15 Min | The time interactions waited in queue during the last 15 minutes of business before being handled by a member |
| % Handled Last 15 Minutes | % Hndl Last 15 Min |
For a queue, the percentage of interactions answered in the last 15 minutes of business, compared to the total number of interactions offered to the ACD queue for the day For a queue group, the lowest percentage of interactions answered in the last 15 minutes of business, compared to the total number of interactions offered to the ACD queue for the day. |
| Service Level % Last 15 Minutes | Svc Lvl % Last 15 Min |
For a queue, this is the percentage of interactions answered or picked within your Service Level Time value in the last 15 minutes of business. For a queue group, this is the lowest percentage of interactions answered or picked within your Service Level Time value in the last 15 minutes of business. |
| Handled Last 15 Minutes | Hndl Last 15 Min | The total number of interactions handled by members during the last 15 minutes of business |
| Abandoned Last 15 Minutes | Abn Last 15 Min | The total number of interactions abandoned during the last 15 minutes of business |
| Interflowed Last 15 Minutes | Intrfl Last 15 Min | The total number of interactions interflowed during the last 15 minutes of business. Interflow is a mechanism that directs an interaction waiting in queue to another answer point. |
| Unavailable Last 15 Minutes | Unavail Last 15 Min |
The total number of times, in the last 15 minutes of business, contacts were rerouted because the queue they tried to access was in Do Not Disturb or had no members logged in See Current Queue Unavailable. |
| Average Handling Time Last 15 Minutes | Avg Hndl Last 15 Min | The average handling duration of interactions from interaction pickup to interaction completion, including hold time, during the last 15 minutes of business |
| % Abandoned | % Abn |
For a queue, this is the percentage of interactions that were abandoned (% Abandoned = Interactions Abandoned ÷ Interaction Offered) For a queue group, this is the highest percentage of interactions that were abandoned (% Abandoned = Interactions Abandoned ÷ Interactions Offered) |
| % Abandoned Last Hour | % Abn Last Hour |
For a queue, this is the percentage of interactions that were abandoned in the last hour of business For a queue group, this is the highest percentage of interactions that were abandoned in the last hour of business |
| % Abandoned Last 15 Minutes | % Abn Last 15 Min |
For a queue, this is the percentage of interactions that were abandoned in the last 15 minutes of business For a queue group, this is the highest percentage of interactions that were abandoned in the last 15 minutes of business |
| Wrap Up | Wrap Up |
The total time that agents spent in the Work Timer state Note:
This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'. |
| Make Busy | Make Busy |
The total time that agents spent in the Make Busy state Note:
This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'. |
| Occupancy | Occp | The total time that members spent in an occupied state (states other than Idle) |
| # Handled by 1-4 | # Hndl by 1-4 |
The number of interactions answered by the first, second, third, and fourth agent groups Note:
This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'. |
| Logged Out | Logged out |
The number of agents associated with the queue but not logged in to the system. (Queue Now only) Note:
For Ring Groups, this statistic displays either the number of extensions out of service or hot desk users logged out. |
| Logged In Not Present | Not Present | The number of agents that are logged in, but not present in the queue. |
The following table lists the real-time and over-the-business-day Queue Now and Queue Group Now member statistics and their definitions.
| Term | Meaning |
|---|---|
| State |
The queue member's agent or extension state For a list of agent states, see "Employee and Agent state indicators". |
| Name | The name of the member being monitored. The icon beside the name indicates the media type the member handles |
| Present |
Indicates whether the member is present in the queue Presence is indicated by a colored star. A green star indicates the agent or extension is present in the queue. A gray star and gray row indicates the agent is not present in the queue. |
| Media Server | The media server to which the member is associated |
| Reporting | The reporting number of the member being monitored |
| Extn # | The extension where the member logged in (voice only) |
| Log In |
The most recent time the member logged in Note:
This statistic displays information for ACD path and multimedia queue members only and is not calculated for Ring Group members. |
| Last Event Recd | The most recent time a member event occurred |
| Shift Time | The total elapsed time logged for the member, calculated based on the difference between log in and last event received
Note:
This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'. |
| DND Time | The duration of time where Do Not Disturb was the overriding state for the member |
| MKB Time |
The duration of time where Make Busy was the overriding state for the member Note:
This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'. |
| Wrap Up Time |
The duration of time where Wrap Up Time was the overriding state for the member. Wrap up time does not include any time spent making or taking interactions during the wrap up timer. Note:
This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'. |
| ACD Time | The duration of ACD interactions handled, from member pickup to completion (not including hold time) |
| Hold ACD Time | The duration of time ACD interactions spent on hold |
| Non ACD Time | The duration of Non ACD interactions handled, from member pickup to completion (not including hold time) (voice only) |
| Hold Non ACD Time | The duration of time Non ACD interactions spent on hold (voice only) |
| Out Time | The duration of time members spent handling outbound calls (voice only) |
| Out Hold Time | The duration of time outbound calls spent on hold, for agents (voice only) |
| DND Cnt | The number of times the member entered the Do Not Disturb state |
| MKB Cnt |
The number of times the member entered the Make Busy state Note:
This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'. |
| ACD Cnt | The number of ACD interactions handled by the member |
| Shrt ACD Cnt | The number of ACD interactions handled by the member where the handle time was less than the Short Handle parameter |
| Hold ACD Cnt | The number of times ACD interactions were placed on hold |
| Non ACD Cnt | The number of Non ACD interactions handled by the member (voice only) |
| Hold Non ACD Cnt | The number of times Non ACD interactions were placed on hold (voice only) |
| Out Cnt | The number of outbound calls made by the member (voice only) |
| Out Hold Cnt | The number of times outbound calls were placed on hold (voice only) |
| Avg Hndl | The average amount of time the members spent handling ACD interactions (ACD Time divided by ACD Count, excluding ACD Hold Time). |
| Agt Grp |
The agent group to which the agent belongs Note:
This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'. |
| Occupancy | The duration of time the member spent processing interactions |
| Contacts per Hour | The total ACD interaction count minus the ACD short handle count, divided by the shift time for the member |
| On failover | Indicates whether the primary media server is offline and has failed over to the secondary media server (voice only) |
| Unavail % | The percentage of time for the shift that the member was in Do Not Disturb, Make Busy, and Work Timer states |
| Not Present Time | The duration of time the member was logged into but not present in an agent group or Ring Group |
| External handle time | The duration of time the member spent handling external calls (voice only) |
| External inbound cnt |
The number of incoming external calls (voice only) Note:
This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'. |
| External outbound cnt |
The number of outgoing external calls (voice only) Note:
This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'. |