The Queue dashboard provides detailed statistics about queues in relation to calls received in them. It works in a very similar manner to the Agent Dashboard.
Access it by selecting Queue Dashboard from the ACD Panel Menu.
The dashboard will launch with the default settings. It has many choices, but the basic selections you need to make works like this:
1. Selecting queues > 2. Selecting a time frame >3. Selecting data and charts > 4. Applying Data to charts
There is an important difference between selecting All Queues or a specific queue.
With All Queues you will be comparing the number of calls per queues, showing you which queue is busier.
Selecting a Time Frame (2)
You may also input any time frame of your choice by selecting Custom period. This will open a window prompting you to enter two date and time ranges. You also need to name this custom time frame in the Description field and Save it. It will be available under this name from the drop-down menu until you log out or refresh your web page.
After you created a custom time frame click the pen icon next to it to edit it. If you click it's name you will just select and apply it.
- Total Calls - a count of all calls, answered or missed by agents, for all selected queues in the selected time frame.
- Total Answered Calls - a count of all calls missed by agents for all selected queues in the selected time frame.
- Answered/Missed Ratio - shows both answered and missed calls by all agents in the selected queues, separated by a slash
- Total Missed Calls- a count of all the calls missed by agents in the all selected queues in the selected time frame.
- Exits Calls - a count of how many exit calls were generated per all selected queues in the selected time frame.
Exit calls are calls that are redirected to a new destination based exit rules that are triggered when certain thresholds are met. For example a hold time of over ten minutes for a call will trigger an exit rule and redirect a call to another queue. For a more comprehensive explanation see this article.
Exit rules are set in the Queue Manager. See the Queue Manager user guide for more info.
- Total Agents - a count of the number of agents that answered calls or missed calls for all selected queues in the selected time frame (if an agent phone didn't ring he is not counted here.)
- Total Call Duration - a count of the total duration of talk time plus hold time for all selected queues in the selected time frame.
- Total Wait Time - a count of the total duration of the time callers were waiting for an answer for all selected queues in the selected time frame.
- Total Talk Time - a count of the total duration of call talking time for all selected queues in the selected time frame.
- Total Call Back - a count of the number of call backs for all selected queues in the selected time frame.
A call back is a prompt a client hears while waiting, asking him if he would like to enter a phone number and have an agent call him back instead of continuing to hold.
- Average Wait Time - a figure calculated by taking Total Wait Time and dividing it by the number of calls that were considered when measuring Total Wait Time.
- Average Talk Time - a figure calculated by taking Total Talk Time and dividing it by the number of calls that were considered when measuring Total Talk Time.
- Abandoned Calls - the number of calls that were abandoned (hung up before being answered) by callers for all selected queues in the selected time frame.
Column Chart by Queue - a column chart showing either calls, duration, or agents for all selected queues in the selected time frame. Hover your mouse on any of the columns to display a text bubble with an exact figure for the column. Here, for example, the column shows that Emma Cummings had 20 calls.
Column chart by time - Column chart for all selected queues in the selected time frame showing the relation between either calls, duration, or agents and points in time. Click on the green arrow icons on the left or right to scroll the window. Hover your mouse on any column to display a text bubble with an exact figure for the relevant time point. Here, for example, on the 15th of the month the talk duration total was "03:10:53" hours.
Related Call Logs - this is not a chart, but a list of calls for all selected queues in the selected time frame reflecting the selected data value. The log lists the Phone Number of the caller, the Queue the call arrived at, the Agent that handled it, the Hold Time for the call, the Talk Duration, the Time of the call, and a brief detail of how the call was ended (by an agent, abandoned when nobody answered it, by the caller himself etc.)
Click on the full screen icon on the right side to expand the window or to shrink it back to normal size. Unlike the chart windows, you cannot move the Related Call Log window.
Notice the small arrows next to each log category. These allow you to sort the list of calls shown. One click on any arrow pairs will select the category and sort it in ascending order, another click will sort it by descending order. Click on another category to re-sort the list accordingly.
The list can only be sorted by one category at a time. Which category is currently selected for sorting? This is indicated by the category having only one arrow next to it, instead of a pair. In the example above this is the Time category, marked by a red arrow.
Click on the Full Screen icon on the top right corner of a chart window to resize it to a full screen. All other charts and data will be hidden. To return the window to regular screen click the same icon that now looks like - .
Click on the Width icon on the top left corner of a chart window to extend it horizontally and occupy the full length of the screen. All other charts and data will shift to accommodate the extra width. To shrink the window width back to regular size click the same icon that now looks like - .
The full width window includes more time points and the perspective of the chart may look different. In the example above it seems we had a strong peak on the 5th of the month. But when expended to full width we see that, compared to the peaks on the 14th and the 17th, the data from the 5th (marked by red ellipse) was actually rather low in magnitude.
To move a chart window, click anywhere inside it, hold the mouse button, and and then start dragging it around. The queue will become translucent. Move it over over another chart window that you want to switch places with. The chart window you will be switching places with will have red borders to indicate it is selected. Let go of the mouse button and the windows will switch places.
If you start dragging immediately, your browser may think you are trying to highlight text. Therefore click, wait a moment, and then start dragging.
Filter by Queues
Also only the checked queues will be available in the Queue Menu. This means that when you select All Queues, you are not really selecting all the existing queues in the ACD, but just those that you previously checked here.
The data values appearing in the information bar, in addition to providing information, also function as clickable buttons. When you click one of them, you apply the the data from it to the chart windows. The currently clicked value is brown and is also indicated by a line, as shown by the red arrow in the example.
So if we have Total Missed Calls clicked the a chart window will display the calls missed by each department.
And if we click Average Wait Time a chart window will display the average wait time for each department.
But if only one queue is selected, the chart windows may display additional breakdown relating to both the clicked data value and agents involved.
In the example we see here, we have only the Sales Department queue selected and we have clicked a data value of Total Agents. The Line Chart by Time indeed shows us the number of agents in relation to dates. The Column and Doughnut Charts by Queue indicate the four agents by either a column or a doughnut section, and also show us the number of calls per agent.