The Target time to answer by virtual queues dashboard presents details for the target time to answer the offered interactions from queues by virtual 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.
- Virtual queues—the virtual queue (identified by name) that you want to analyze data for. You can choose different rules to narrow down the group of virtual queues in the dashboard. By default, the Virtual queues filter contains all virtual queues.
| Panel | ||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| ||||||||||||||
|
...
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.
...
- Virtual queues—the name of the virtual queue that was reported for the the interaction.
- Offered—the number of interactions that were offered to the agent from a queue. When the same interaction is offered to an agent multiple times from a queue, the Offered increases for each occurrence.
- Within target %—the percentage of interactions offered from queues with respective presented skill assigned that were accepted by agents below or at the target duration provided in the filter.
- Accepted within target duration—the number of interactions offered from queues and accepted by agents below or at the provided target duration.
- Accepted after target duration—the number of interactions offered from queues and accepted by agents after provided target duration.
- Abandoned after target duration—the number of interactions ended by external party after target duration when in the queue.
- Abandoned within target duration—the number of interactions ended by external party before or at target duration when in the queue. Abandoned within target duration interactions are excluded from calculating Within target %.
Insert excerpt _ExcerptWithinTargetCalcuation _ExcerptWithinTargetCalcuation nopanel true
Within target trend (last 7 days) and Within target trend (last 90 days) tiles
...