Master Page

Queue Attributes

General Attributes

  1. Queue ID: The unique ID assigned to the queue, usually a number.
  2. Queue name: Name of the queue.
  3. Queue status: Status of the queue. The status of the queue can be Active or Inactive.
  4. Users - Number logged in: Number of agents who are currently logged into the application and can be assigned activities from the queue. These are the agents who have pull permission on the queue and agents to whom email activities can be assigned or transferred from the queue.

Chat Activity Attributes

  1. Chat - Current service level (%): Number of serviced sessions currently in progress, which were picked up before the threshold setting configured for the department / Total number of serviced sessions currently in progress * 100.

    The SLA is calculated differently for real time and historical chat reports. For more details, see  Standard Dashboards and Reports

  2. Chat - Daily service level (%): Chats answered before service level setting / sample set of chats completed on the day, till that point of time * 100.
  3. Chat - Number in progress: Number of chat activities assigned to agents and are being worked on (Status: Assigned- In Progress).
  4. Chat - Number not started: Number of chat activities assigned to agents, but on which work has not yet started (Status: Assigned - New).
  5. Chat - Number of agents available: Number of agents who are logged in and ‘Available’, who can either be assigned chat activities from the queue or can pull activities from the queue, and whose Chat - User max load setting is not exceeded.
  6. Chat - Number unassigned: Number of unassigned chat activities in the queue (Status: Assignment - Ready for Internal assignment).
  7. Chat - Oldest in progress: Age of the oldest chat activity in the queue - where the activity has been assigned and been worked upon (activity status ‘Assigned-In Progress’). If your calendar is set in business hours it does not affect this column.
  8. Chat - Oldest unassigned: Age of the oldest chat activity in the queue, where the activity has not been assigned (activity status ‘Assignment-Ready for Internal assignment’) If your calendar is set in business hours it does not affect this column.
  9. Chat - Oldest not started: Age of the oldest chat activity in the queue, where the activity has been assigned but has not been worked on (Status: ‘Assigned-New’). If your calendar is set in business hours it does not affect this column.
  10. Chat - Queue Priority: The priority level of a queue. Activities that come in from high-level customers can be assigned to high-priority queues. The priority levels range from 1 to 9, with 1 being the most urgent level of priority, and 9 being the lowest level of priority.

Video Chat Activity Attributes

  1. Video Chat - Current service level (%): Number of serviced sessions currently in progress, which were picked up before the threshold setting configured for the department/ Total number of serviced sessions currently in progress * 100.
  2. Video Chat - Daily service level (%): Video chats answered before service level setting/ sample set of video chats completed on the day, till that point of time * 100.
  3. Video Chat - Number in progress: Number of video chat activities assigned to agents and are being worked on (Status: Assigned- In Progress).
  4. Video Chat - Number not started: Number of video chat activities assigned to agents, but on which work has not yet started (Status: Assigned - New).
  5. Video Chat - number of agents available: Number of video chat agents who are logged in and 'Available', who can either be assigned chat activities from the queue or can pull activities from the queue, and who are not working on any other chat or video chat activity.
  6. Video Chat - Number unassigned: Number of unassigned video chat activities in the queue (Status: Assignment - Ready for Internal assignment).
  7. Video Chat - Oldest in progress: Age of the oldest video chat activity in the queue - where the activity has been assigned and been worked upon (activity status 'Assigned-In Progress'). If your calendar is set in business hours it does not affect this column.

Email Activity Attributes

  1. Email - Number in progress: Number of email activities assigned to agents and being worked on (Status: Assigned- In Progress).
  2. Email - Number in wrapup: Number of email activities assigned to agents and being wrapped up (Status: Assigned- Wrap Up).
  3. Email - Number not started: Number of email activities assigned to agents, but on which work has not yet started (Status: Assigned - New).
  4. Email - Number unassigned: Number of unassigned email activities in the queue. (Status: Assigned - Ready for Internal assignment)
  5. Email - Oldest not started [hhh:mm]: Age of the oldest email activity in the queue, where the activity has been assigned but has not been worked on (Status: Assigned - New). Age = Current date - created on date.

    Age is not calculated in business hours.

  6. Email - Service Level: This is calculated by using two configured items: sample size and response time limit. It indicates the percentage of emails for which response was sent before the time limit elapsed. (This does not include auto-acknowledgments).

Task Attributes

  1. Task - Number in progress: Number of tasks assigned to agents and being worked on (status as assigned; substatus as in progress).
  2. Task - Number in wrapup: Number of tasks assigned to agents and being wrapped up (status as assigned; substatus as wrap up).
  3. Task - Number not started: Number of tasks assigned to agents, but on which work has not yet started (status as assigned; substatus as not started).
  4. Task - Number unassigned: Number of unassigned tasks in the queue.
  5. Task - Oldest not started [hhh:mm]: Age of the oldest task activity in the queue, where the activity has been assigned but has not been worked on (Status: Assigned - New). Age = Current date - created on date.

Age is not calculated in business hours.

Viewing Data As Bar And Pie Charts

Users can view information in the form of bar and pie charts.

The bar chart for queues is available only when the following attributes are selected  while Creating Supervision Monitors.

  1. Queue name
  2. Users - Number logged in
  3. Email - Service level
  4. Email - Oldest not started

The pie  chart for queues is available only when the following attributes are selected  while Creating Supervision Monitors. 

  1. Email - Number in progress
  2. Email - Number in wrap-up
  3. Email - Number unassigned
  4. Email - Number not started

Related Topics

  1. User Group Attributes
  2. User Attributes