Task Volume by Queue

Report on the volume of tasks logged and fulfilled in each queue. This includes tasks created, assigned and completed, as well as measures of handle time, handled per hour, and activity duration.

There are versions of this report for each of the historical time intervals, which break down the data by queue & interval. This report uses a Queue Parameter set. It may be found under the following path: Root > Reports > Task Reports > {interval}.

The report is based on the Task Activity model and includes the following columns.

Queue

The queue to which the task activity was assigned.

Tasks Created

The number of task activities created during the interval.

Assigned to Queue

The number of times that a task activity was assigned to a queue during the interval. This includes activities routed by the general workflow and activities which have been transferred. This metric is not populated in agent-level reporting. This does not include activities created in the queue.

Unassigned to Queue

The number of times that a task activity was removed from a queue during the interval. This indicates activities which were assigned to system or transferred elsewhere. This does not include activities assigned to an agent while still remaining associated to the queue.

Handled

The number of task activities completed, assigned to system or manually transferred out from the agent during the interval. An activity is typically completed by an agent but may be completed by the workflow.

Handled per Hour

(Daily, Weekly and Monthly only)

The number of task activities which an agent can handle in an hour, based on their work rate during this interval. This is determined by the number of activities handled during the interval and the amount of work time during the same interval. Activities are considered handled when they are completed, assigned to system or manually transferred out from the agent. This metric will be most accurate for daily or greater intervals.

Avg Handle Time

For task activities handled (i.e. completed, assigned to system or manually transferred out from the agent) during the interval, the average time that the agent spent working on each activity. An agent is considered to be working on an activity while it is in focus in their inbox, whether or not they are physically typing or clicking. This may include time the agent spent working on the activity during previous intervals.

Completed

The number of task activities completed during the interval. An activity is typically completed by an agent but may be completed by the workflow.

% Completed SLA Met

The number of task activities completed during the interval, which were completed before their due date & time was reached. This is expressed as a percentage of the number of activities created during the interval. An activity is typically completed by an agent but may be completed by the workflow. Due date & time may be assigned by an agent or by the workflow. Activities without a due date & time are not counted.

Avg Activity Duration

For all task activities completed during the interval, the average time that elapsed between each activity being created and being completed.