Accessing queue and interaction information and statistics

To access detailed multimedia queue information, including voice, refer to the Interactive Visual Queue Queued media grid. Here you will find the statistics you need to make informed decisions to ensure interactions are being handled efficiently within your business.

The following list provides descriptions of the column headings available in the Queued media grid:
  • Position (#) displays the answer position relative to other interactions in the queue
  • Media icon displays the media type
  • Queue Name displays the name of the queue
  • Queue Dialable displays:
    • Voice—the dialable number of the queue
    • Chat—Queue Auto Response User Name
    • SMS—the dialable number of the queue
    • Email—Email address of the queue
  • Priority is the priority of the interaction in the queue (the lower the number, the higher the priority)
  • Time in Queue is the interaction's total time in the current queue
  • Time Offered to System is the time the interaction first entered the system
  • Time in System is the interaction's total time in the system
  • Queue Hops is the number of times an interaction has changed queues
  • ANI (Contact ID) displays:
    • Voice—caller # / ANI
    • Chat—Chat email address from pre-chat form
    • SMS—From mobile number
    • Email—From email address
  • Subject displays
    • Voice—blank
    • Chat—Chat subject from pre-chat form
    • SMS—blank
    • Email—Email subject
  • Is Callback indicates if the queued media is a callback request (voice only)
  • Service level countdown provides a countdown in seconds when the contact will exceed the target time to meet the service level
  • Contact Name is the name associated with the contact (if available)
    • Voice—caller ID
    • Chat—Chat name from pre-chat form
    • SMS—blank
    • Email—Email “From” name, if available
  • Time Offered to Queue is the time the contact entered the current queue
  • DNIS (To Address) displays
    • Voice—DNIS Number
    • Chat—blank
    • SMS—blank
    • Email—receiver's email address
  • To Name displays
    • Voice—DNIS Name, if configured in YourSite Explorer for the associated DNIS number
    • Chat—blank
    • SMS—blank
    • Email—Email "To" name, if available
  • Collected Information displays the single or series of collected results provided by IVR Routing or Intelligent Queue. Collected information requires IVR Routing or Intelligent Queue, Verified Collected Digits and, optionally, Remote Database Verification or CTI Developer Toolkit
  • Queue Reporting is the queue’s reporting number

For information on other Interactive Visual Queue grids that are voice media only, see "Interactive Visual Queue monitor grids". For information on hiding or making columns visible, sorting data in a column, or re-arranging columns, see "Real-time Monitors".

Parent topic: Interacting with customer interactions
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