TMS Feature - Queue Analytics : Support Portal

Queue Analytics

The main Queue analytics page allows an administrator to see an overview of the performance of the available queues. The queues are grouped by type, which is an indication of focus of call statistics for that queue, i.e. inbound or outbound. This page includes filters which can reduce the view down to a group (type), specific queue or a desired date range of data.

The analytics pages should only be used for historical data analysis. For current information, refer to the section on Real-time pages.

The information available at this overview level is around the macro performance of a queue, total calls, including answered and lost, and time including average and total. More granular information is available by selecting a specific queue.

Because of the nature of inbound calls as opposed to outbound, the information available when viewing a specific queue is related to the queue type.

Inbound vs Outbound Queue Available Information

Inbound	Outbound
Call Entry Positions	Outbound Abandonments
Queue Abandonments	Disposition Summary
Call Status	Service Level - Answer/Abandon Times
Ring Attempts	Call Activity by Agent
Service Level - Answer/Abandon Times
Disposition Summary
Call Activity by Agent

Inbound Queue Detailed Report

The basis for these differences is the nature of each of these types of calls, for example when calling in, there may be a number of callers waiting for service, in which case understanding the spread of call entry positions will indicate whether there are enough agents to service the demand.

Queue abandonments on an inbound call queue can be for multiple reasons, possibly being that the caller gave up and abandoned the call, or decided to take another action (like leave a voicemail) and so exited with a key press. Alternatively, there may not have been any agents logged in, and the queue was empty, or the demand was too high for the number of agents available and the caller was not able to be answered within the specified queue timeout period.

The Call status reporting component in an inbound call queue will show the ratio of transferred to completed calls, and can often show if an agent is struggling to handle calls by themselves.

The Ring attempt report will highlight attempts to reach the agent that were unsuccessful, either were not answered or rejected either by way of a “Do-Not-Disturb” function or a rapid reject.

Disposition reporting on a queue will show a breakdown of call outcomes, and gives a good high level indication of team effectiveness.

Service levels on an inbound queue, indicate the speed in which a call was answered, and whether this complies with the predetermined threshold configured in the queue settings. Call Centres often need to comply with a Service level agreed upon in their own contracts, which makes monitoring this crucial to their service delivery. “Short abandons” (calls hung up within 5 seconds) are also identifiable within the Service Level report.

Outbound Queue Detailed Report

Outbound Queue detailed reporting differs from Inbound in many respects. Abandonments, for instance, are based on the behaviour of the agent calling out and the configured timeout value of the queue is the maximum length of time considered reasonable for the agent to wait for the call to be answered, whilst cancelled are those calls hung up before that time limit was reached. This is useful in finding agents who hung up rapidly, not giving the recipient a reasonable chance to answer.

The Service Level component will also assist in identifying agents who are cancelling the call early and not giving the recipient sufficient chance to answer the phone.

Call Traces (Queue Logs)

On both inbound and outbound queue reports, there are values which when pointed at will highlight in blue, which indicates the value can be selected for more detail. This more detailed view will redirect to the queue call logs, that gives a trace of the calls relevant.