Monitoring queues in Ignite

Queue Now

The Queue Now monitor available in Ignite 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.

Queue statistics include Offered, Service Level %, Interactions Waiting, Requeued, and Longest Waiting. Handled, Interflowed, and Abandoned counts can also be accessed by hovering over ‘Offered’ for each queue or queue group.

The following table lists and describes queue statistics that display in the Queue Now monitor in Ignite.

Table 1. Queue Now monitor statistics - Ignite
STATISTIC	DESCRIPTION
Offered	the total number of interactions offered to the queue or queue group
Service Level %	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
Contacts Waiting	the current number of interactions in queue waiting for a member to become available, including those listening to silence, music, or recorded announcements
Requeued	the total number of ACD interactions requeued
Longest Waiting	the current duration, in minutes and seconds, of the interaction waiting the longest in queue or queue group
Handled	the total number of ACD interactions handled by members
Interflowed	the total number of ACD interactions interflowed interflow is a mechanism that directs an interaction waiting in queue to another answer point Note: If an interaction waiting in queue is redirected before the queue's short abandoned time has elapsed, the queue is pegged with a Queue Unavailable count rather than an interflowed count. For the Interflowed peg to occur, the redirection must occur after the short abandoned time has elapsed
Abandoned	the total number of interactions abandoned before being answered by members Note: Abandoned does not peg short abandons as abandoned interactions in the Queue Now monitor. 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

The current number of agents, by state, also displays for each queue or queue group for the following agent states:

Idle: includes agents who are available for ACD but not currently handling any interactions
For Voice, Available includes agents whose devices are off hook or who have Non ACD calls ringing. These agents will not be offered ACD calls.
ACD: includes agents in ACD and ACD Hold
Non-ACD: includes agents in Non ACD, Non ACD Hold, Outbound, and Outbound Hold
Unavailable: includes agents in Do Not Disturb, Busy, and Work Timer

For more information about Queue Statistics column headings, see the "Queue Now and Queue Group Now queue statistic column headings" table.

For more information about Agent Statistics column headings, see the "Queue Now and Queue Group Now member statistic column headings" table.

The Queue Now monitor in Ignite is accessible from your Ignite Dashboard. To learn how to add and configure settings for the Queue Now monitor in Ignite, see "Configuring Ignite dashboards".

Queue Period

The Queue Period monitor available in Ignite provides the following details:

List view: The Queue Period monitor collates queue statistics by 15-minute intervals over a 24-hour period. The monitor refreshes each time there is a change in a statistic and at 15-minute intervals. The current 15-minute interval always displays at the top of the monitor.

For more information about queue statistics in List view, see "Queue by Period monitor".
Chart view: The Queue Period monitor offer visual representations of Queue Performance by Period statistics, grouped by the type of statistic displayed. Three different series of statistics are available to view in charts:
- Integer— displays numerically-based real-time statistics
- Percentage— displays percentage-based statistics
- Time— displays time-based statistics
For more information about options available in the List view, Chart view, and Time interval, see "Queue Performance by Period and Queue Group Performance by Period charts".

The Queue Period monitor in Ignite is accessible from your Ignite Dashboard. To learn how to add and configure settings for the Queue Period monitor in Ignite, see "Configuring Ignite dashboards".

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