Metrics and attributes for omnichannel routing queues

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<p class="p"><span class="ph suite_pee">All Suites | Professional, Enterprise, or Enterprise Plus</span></p>
<p class="p"><span class="ph support_with_explore_pe">Support with | Explore Professional or Enterprise</span></p>
<p class="p">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.</p>
<p class="p">Consider the following when you use this dataset:</p>
<ul class="ul" id="Explore_metrics_ocr_queues__ul_awl_gcf_w2c">
<li class="li">You must be using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6716530152858" target="_blank">omnichannel routing queues</a> to use the
dashboard described in this article.</li>
<li class="li">Currently, call tickets are not captured by the omnichannel routing queues dataset. </li>
</ul>
<p class="p">This section lists all the available elements for the dataset, and contains the
following topics:</p>
<ul class="ul" id="Explore_metrics_ocr_queues__ul_pmw_rmd_t2c">
<li class="li"><a class="xref" href="#topic_spn_rm2_t2c">Queue metrics</a></li>
<li class="li"><a class="xref" href="#topic_wbg_5m2_t2c">Queue attributes</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_spn_rm2_t2c">
<h2 class="title topictitle2" id="ariaid-title2">Queue metrics</h2>
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<p class="p">This section lists and defines all of the queue metrics available.</p>
<p class="p">These metrics capture ticket interactions with a queue at the point in time
the event occurs.</p>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Metric</strong></td>
<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Calculation</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Inbound traffic count</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The total number of tickets that have entered a
queue.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">D_COUNT(Work Item ID entering the queue)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Outbound traffic count</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The total number of tickets that have exited a queue. </td>
<td class="entry cell-norowborder" style="vertical-align:top;">D_COUNT(Work Item ID exiting the queue)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Net new work items traffic count</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of newly created tickets that entered a
queue.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Ticket status - Unsorted] = “New” THEN [Work Item
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Transferred in traffic count</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of tickets transferred into the queue from a
different queue or workflow that places a previously routed ticket
back into a queue.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Had previously been assigned to a custom queue]
THEN [Work Item ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Transferred out traffic count</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">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.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Had previously been assigned to a custom queue]
THEN [Work Item ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Queue wait time</td>
<td class="entry row-nocellborder" style="vertical-align:top;">The duration in seconds that a ticket spent in the
queue.</td>
<td class="entry cellrowborder" style="vertical-align:top;">Time ticket exited the queue - Time ticket entered the
queue</td>
</tr>
</tbody>
</table>
</div>
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</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wbg_5m2_t2c">
<h2 class="title topictitle2" id="ariaid-title3">Queue attributes</h2>
<div class="body">
<p class="p">This section lists and defines all the queue attributes available.</p>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Attribute</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Queue ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID number of a configured custom queue.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Queue name </td>
<td class="entry cell-norowborder" style="vertical-align:top;">Name of the custom queue.</td>
</tr>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Queue order</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The assigned order value in which configured queues are
evaluated to route any ticket.</td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Group ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID number of a Support group that has been assigned
to the custom queue.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Group name</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Name of the group that has been assigned to the custom
queue.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Group type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Type of queue group - Primary or Secondary.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Channel</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The channel by means customers create support requests.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Work item ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID number of a work item. A work item is a ticket
that would be assigned to an agent for a particular channel.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID number of the ticket.</td>
</tr>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Call ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p">The ID number of a call.</p>
<p class="p">As calls are not currently supported, querying this
attribute will yield empty results.</p>
</td>
</tr>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Inbound Reason</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The reason a ticket had entered a queue.</td>
</tr>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Outbound Reason</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The reason a ticket had exited a queue.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Start queue time</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The time at which the ticket entered the queue.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">End queue time</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The time at which the ticket exited the queue.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Event time</td>
<td class="entry cellrowborder" style="vertical-align:top;">The time at which the ticket was last processed by
omnichannel routing queue activities.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_lrk_w5y_t2c">
<h2 class="title topictitle2" id="ariaid-title4">Queue inbound and outbound reasons</h2>
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<p class="p">The omnichannel routing queues dataset provides inbound and outbound
reasons to show how and why a ticket entered or exited the queue.</p>
<p class="p"><strong class="ph b">Inbound reasons</strong></p>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Reason</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
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<td class="entry nocellnorowborder" style="vertical-align:top;">New</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Describes newly created tickets entering the queue.
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Transferred in</td>
<td class="entry cellrowborder" style="vertical-align:top;">Describes tickets that have entered the queue as a
result of a queue transfer or other workflows.</td>
</tr>
</tbody>
</table>
</div>
<p class="p"><strong class="ph b">Outbound reasons</strong></p>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Reason</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
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<td class="entry row-nocellborder" style="vertical-align:top;">Transferred Out</td>
<td class="entry cellrowborder" style="vertical-align:top;">Describes tickets that have exited the queue as a
result of a queue transfer or other workflows.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
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