The Target time to answer by queue dashboard presents details for the target time to answer the offered interactions from queues by queue. The target time to answer can be configured in the global filters. The service level for targeted time to asnwer answer is set to 80%.
At the top of the dashboard you can set global filters for this dashboard:
- Data range—the period of time you want to analyze data for. You can choose different preset ranges or you can specify your own custom data range. By default, Data range is set to yesterday.
- Target duration—the duration of time during which the offered interaction should be accepted by the agent. Providing target duration value is mandatory to display the dashboard. By default, Target duration is set to 20.
- Target duration unit—the unit of provided target duration which the offered interaction should be accepted by the agent. Choose from different duration units, milisecondsmilliseconds, seconds, minutes, hours. Providing target duration unit is mandatory to display the dashboard. By default, Target duration unit is set to seconds.
- Media type—the communication method used in the interaction. Choose from different media types available in your account, such as Phone, Phone Callback, and External Work. By default, the Media type filter contains all media types.
- Queue—the queue (identified by name) that you want to analyze data for. You can choose different rules to narrow down the group of queues in the dashboard. By default, the Queue filter contains all queues.
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Overall % of interactions answered within target duration tiles
The Overal % The Overall % of interactions answered within target duration tiles display information about the percentage of interactions offered from queues that were accepted by agents below or at the target duration provided in the filter.
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