Analyzing omnichannel routing queues

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Important: You must be using omnichannel routing queues to use the dashboard described in this article.

Explore features a prebuilt dashboard to help you monitor how well omnichannel routing queues are distributing work to agents. Supervisors can use this dashboard to understand the inbound and outbound volume of queues, average and longest wait times for any given queue, and drill down to tickets within the queue to understand why the ticket entered or exited the queue.

Tip: You can clone this dashboard and customize it to meet more specific requirements. If you need something more complex, you can create your own reports using metrics and attributes for omnichannel routing queues. See Metrics and attributes for omnichannel custom queues.

This article contains the following topics:

Current limitations

Opening the dashboard

Understanding the reports

Current limitations

Call tickets are not captured by the omnichannel routing queues dataset. This is planned for a future release.

Opening the dashboard

Use the following procedure to access the queues dashboard.

To access the dashboard

In Explore, click the Dashboard icon ()

From the list of dashboards, click the Queues dashboard.

Understanding the reports

The queues dashboard contains the following tabs:

Activity tab

Wait times tab

Activity tab

The Activity tab shows information about the tickets that have entered and exited any given queue. In this report, you can also drill into queues to see which exact tickets have entered or exited the queue, with specific inbound or outbound reasons. You can filter the reports by Date, Channel, Queue and Queue Groups.

Activity tab headline metrics

This tab displays the following headline metrics (KPIs):

Tickets entered queue: The total number of tickets that entered queues within the specified filter conditions.

Tickets exited queue: The total number of tickets that exited queues within the specified filter conditions.

Activity tab reports

This tab displays the following reports:

Tickets Entered vs. Exited: The total number of tickets that entered and exited queues daily within the specified filter conditions.

Volume details: A table that shows, for each queue and each day, how many tickets have entered and exited the queue for each channel.

You can drill into this report to see more details such as ticket IDs that have been counted towards the calculated metric and inbound or outbound reasons to describe why the ticket had entered or exited the queue.

Drill in to view tickets: View the ticket, and whether it had entered or exited the queue within the corresponding day of the chosen data point. You can drill in further to view more details around when and why the ticket entered or exited the queue at that time.

Drill in to view ticket inbound or outbound details: View when and why the selected ticket entered or exited the queue at that time.

Wait times tab

The Wait times tab shows information about how long tickets have waited in the queue. You can filter the reports by date, channel, queue and queue groups.

Wait times tab reports

This tab displays the following reports:

Average wait time by channel: The average wait time by channel daily within the specified filter conditions.

Longest wait time by channel: The longest wait time by channel daily within the specified filter conditions.

Wait times by queue: A table of the average and longest time a ticket spent in the queue for each channel, per queue and day.