Queue performance by presented skills

The Queue performance by presented skills dashboard presents basic data about queue results and its performance from perspective of the presented skill. Information includes the numbers for abandon, breakout, and voluntary breakout rates, together with average durations. 

At the top of the dashboard, you can set filters for this dashboard. The filters are applied to all the tiles.

• 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 previous week.
• 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.
• Presented skills—the presented skill (identified by name) that you want to analyze data for. You can choose different rules to narrow down the group of presented queues in the dashboard. By default, the Presented skills filter contains all skills. 

Last year queue results and Last 6 months queue results tiles

The Last year queue results and Last 6 months queue results tiles display information about the number of presented interactions that ended in abandons or breakouts (including voluntary breakouts). The tiles show the numbers for last year and in the last 6 months respectively.

• 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. 
• Abandon rate—the percentage of interactions that have been ended by external party when in the queue.
• Breakout rate—the percentage of interactions that were routed elsewhere in the interaction plan for one of the following reasons:
  • Queue length breakout. Queue was at capacity when the interaction attempted to enter
  • Queue duration breakout. Interaction queued for the maximum configured queue duration
  • No Agents Breakout. No agents were logged in and serving the queue or none of the logged in agents had the required skill combination
  • Estimated Wait Time Breakout. Estimated wait time was at the configured maximum when entering the queue
  • Agent Decline Breakout. Interaction was offered to an agent's personal queue and they declined it
• Voluntary breakout rate—the percentage of interactions where the queueing party selected a voluntary breakout option. Voluntary breakouts enable a caller to leave the queue if they do not want to continue waiting for an agent to answer their call. Vonage Contact Center routes the call to the applet that corresponds to the pressed key. The most commonly used applets are callback and voicemail.

For information about breakouts, see Breakouts or Configuring breakouts.

Queue time distribution (top 20) tile

The Queue time distribution (top 20) tile displays the ranges of time that interactions spent queueing. The tile shows data for the top 20 presented skills with the highest number of interactions. 

The Queue time distribution (top 20) tile contains the following values:

• Min—the 2nd percentile
• Q1—the 25th percentile
• Median—the 50th percentile
• Q3—the 75th percentile
• Max—the 90th percentile

Queue times percentiles tile

The Queue time percentiles tile displays the times that specific percentages of interactions spent queueing. The tile shows per presented skill the total number of offered interactions and the queueing time for the respective percentages of interactions. 

The Queue time percentiles tile contains the following columns:

• Presented skills—the name of the skills that the interaction was tagged with when it entered the queue.
• 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. 
• Percentiles (2nd, 25th, 50th, 75th, 90th)—when sorted by shortest to longest queue times, the time below which the specified percentage (2%, 25%, 50%, 75%, 90%) of interactions spent in the queue.

Queue outcomes by presented skills tile

The Queue outcomes by presented skills tile displays the queue outcomes—answered, abandoned, breakout and voluntary breakout—of offered interactions by presented skill.  

The Queue outcomes by presented skills tile contains the following columns:

• Presented skills—the name of the skills that the interaction was tagged with when it entered the queue.
• 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. 
• Accepted—the number of times an interaction was successfully delivered from queue to an agent. A single interaction can be delivered multiple times to the same agent. Accepted increases each time the agent accepts the interaction.
• Accepted %—the percentage of offered interactions that were successfully delivered from a queue to the agent. 
• Avg. time to answer—the average duration of time the party was queueing before the interaction was successfully delivered from the queue to an agent. In hh:mm:ss format, for example 00:01:23. 
• Max time to answer—the maximum duration of time the party was queueing before interaction was successfully delivered from the queue to an agent. In hh:mm:ss format, for example 00:01:23. 
• Abandoned—the number of interactions ended by external party when in the queue.
• Abandon rate—the percentage of interactions ended by external party when in the queue.
• Avg. time to abandon—the average duration of time before the queueing party ended the interaction while in the queue. In hh:mm:ss format, for example 00:01:23. 
• Max time to abandon—the maximum duration of time before the queueing party ended the interaction while in the queue. In hh:mm:ss format, for example 00:01:23. 
• Breakout—the number of interactions that were routed elsewhere in the interaction plan for one of the following reasons:
  • Queue length breakout. Queue was at capacity when the interaction attempted to enter
  • Queue duration breakout. Interaction queued for the maximum configured queue duration
  • No Agents Breakout. No agents were logged in and serving the queue or none of the logged in agents had the required skill combination
  • Estimated Wait Time Breakout. Estimated wait time was at the configured maximum when entering the queue
  • Agent Decline Breakout. Interaction was offered to an agent's personal queue and they declined it
• Breakout %—the percentage of interactions that were routed elsewhere in the interaction plan.
• Voluntary breakout—the number of interactions where the queueing party selected a voluntary breakout option (Voluntary breakouts enable a caller to leave the queue if they do not want to continue waiting for an agent to answer their call. Vonage Contact Center routes the call to the applet that corresponds to the pressed key. The most commonly used applets are callback and voicemail.)
• Voluntary breakout %—the percentage of interactions where the queueing party selected a voluntary breakout option.
• Cancelled—the number of interactions where the agent consulting to a different queue chose to stop queuing. The agent chose to stop queuing either by ending the consult and recalling the caller from hold, or by transferring the caller into the queue.
• Cancelled %—the percentage of interactions where the agent consulting to a different queue chose to stop queuing.

For information about breakouts, see Breakouts or Configuring breakouts.