Metrics and attributes for omnichannel routing queues




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The omnichannel routing queues dataset contains metrics and attributes that
relate to how agents are assigned new and open tickets from email (including web form,
side conversations, and API), calls, and messaging.
Consider the following when you use this dataset:

You must be using omnichannel routing queues to use the
dashboard described in this article.
Currently, call tickets are not captured by the omnichannel routing queues dataset.

This section lists all the available elements for the dataset, and contains the
following topics:

Queue metrics
Queue attributes



Queue metrics

This section lists and defines all of the queue metrics available.
These metrics capture ticket interactions with a queue at the point in time
the event occurs.









Metric
Definition
Calculation


Inbound traffic count
The total number of tickets that have entered a
queue.
D_COUNT(Work Item ID entering the queue)


Outbound traffic count
The total number of tickets that have exited a queue.
D_COUNT(Work Item ID exiting the queue)


Net new work items traffic count
The number of newly created tickets that entered a
queue.
IF [Ticket status - Unsorted] = “New” THEN [Work Item
ID] ENDIF


Transferred in traffic count
The number of tickets transferred into the queue from a
different queue or workflow that places a previously routed ticket
back into a queue.
IF [Had previously been assigned to a custom queue]
THEN [Work Item ID] ENDIF


Transferred out traffic count
The number of tickets transferred out of the queue from
a different queue or workflow that places a previously routed ticket
back into a queue.
IF [Had previously been assigned to a custom queue]
THEN [Work Item ID] ENDIF


Queue wait time
The duration in seconds that a ticket spent in the
queue.
Time ticket exited the queue - Time ticket entered the
queue







Queue attributes

This section lists and defines all the queue attributes available.








Attribute
Definition


Queue ID
The ID number of a configured custom queue.


Queue name
Name of the custom queue.


Queue order
The assigned order value in which configured queues are
evaluated to route any ticket.


Group ID
The ID number of a Support group that has been assigned
to the custom queue.


Group name
Name of the group that has been assigned to the custom
queue.


Group type
Type of queue group - Primary or Secondary.


Channel
The channel by means customers create support requests.



Work item ID
The ID number of a work item. A work item is a ticket
that would be assigned to an agent for a particular channel.


Ticket ID
The ID number of the ticket.


Call ID

The ID number of a call.
As calls are not currently supported, querying this
attribute will yield empty results.



Inbound Reason
The reason a ticket had entered a queue.


Outbound Reason
The reason a ticket had exited a queue.


Start queue time
The time at which the ticket entered the queue.


End queue time
The time at which the ticket exited the queue.


Event time
The time at which the ticket was last processed by
omnichannel routing queue activities.







Queue inbound and outbound reasons

The omnichannel routing queues dataset provides inbound and outbound
reasons to show how and why a ticket entered or exited the queue.
Inbound reasons








Reason
Description


New
Describes newly created tickets entering the queue.



Transferred in
Describes tickets that have entered the queue as a
result of a queue transfer or other workflows.




Outbound reasons








Reason
Description


Transferred Out
Describes tickets that have exited the queue as a
result of a queue transfer or other workflows.






