![]() Queue was at capacity when the interaction attempted to enter Breakout rate-the percentage of interactions that were routed elsewhere in the interaction plan for one of the following reasons:.Abandon rate-the percentage of interactions ended by external party when in the queue.When the same interaction is offered to an agent multiple times from a queue, the Offered increases for each occurrence. Offered -the number of interactions that were offered to the agent from a queue.The tiles show the numbers for last year and in the last 6 months respectively. The Last year queue results and Last 6 months queue results tiles display information about the number of presented interactions that ended in abandons or breakouts (including voluntary breakouts). Last year queue results and Last 6 months queue results tiles By default, the Queue filter contains all queues. ![]() Queue -the queue (identified by name) that you want to analyze data for. You can choose different rules to narrow down the group of queues in the dashboard.Choose from different media types available in your account, such as Phone, Phone Callback, and External Work. By default, the Media type filter contains all media types. Media type -the communication method used in the interaction.By default, Data range is set to previous week. You can choose different preset ranges or you can specify your own custom data range. Data range-the period of time you want to analyze data for.The filters are applied to all the tiles. Information includes the numbers for abandon, breakout, and voluntary breakout rates, together with average durations.Īt the top of the dashboard, you can set filters for this dashboard. The Queue performance by queue dashboard presents basic data about queue results and its performance from perspective of the queue.
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