Queue events fields

Type	Name		Description
Filter-only fields
	Duration unit		This filter-only field defines the unit — milliseconds, seconds, minutes, hours, days — used for the duration dimensions, measures, and Target time to accept and Short abandon duration filters.
	Short abandon duration		Enter the short abandon duration. This filter is paired with the Short abandon (y/n) dimension.
	Target time to accept		Enter the target time to accept. This filter is paired with the Service level met (y/n) dimension.
Dimensions
	End date		The end date and time of the queue event. The dimension can show the data to the nearest: 15 minutes. For example, 2024-10-02 09:45:00. 30 minutes. For example, 2024-10-02 09:30:00. 1 hour. For example, 2024-10-02 09:00:00. Date. For example, 2024-10-02. Time. For example, 2024-10-02 09:45:00. Week. For example, 2024-09-30 2024-Q4. Month. For example, 2024-10. Quarter. For example, 2024-Q4. Year. For example, 2024-09-30 2024. The queue event in the examples ended at 2024-10-02 09:48:17. Weeks start on a Monday.
	Initial channel name (destination name)		The name of the address contacted by the external party.
	Interaction ID		The unique identifier for the interaction.
	Interaction plan		The ID of the interaction plan. The ID is the inbound address of the interaction plan for older plans and the guid of the interaction plan for newer plans.
	Interaction plan name		The name of the interaction plan at the time that the interaction entered the queue.
	Media manager		The origin application of the interaction, for example, 'VCC' or 'VBC'.
	Media type		The type of communication method.
	Name		The name of the queue, as configured in the Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet in the Vonage Contact Center (VCC) Admin Portal.
	Presented skills		The skills that an interaction was tagged with when it entered this queue. Multiple values are sorted alphabetically and separated by commas. Duplicates are removed.
	Queue duration		A length of time, measured in milliseconds, which indicates exactly how long the queue event was ongoing. If the queue event is still ongoing, the duration is null.
	Result		The outcome of a queue event. Values include: Delivered HangUp MaxEstimatedWaitTime NoAgentsBreakout QueueCapacityBreakout QueueTimeBreakout VoluntaryBreakout
	Result category		The category of reason for the interaction leaving the queue.
	Service level met (y/n)		Indicates if the time to accept of the event matches the target filter. Either 'yes' or 'no'.
	Short abandon (y/n)		Indicates if the queue was short abandoned, queue duration was less or equal to value of 'Short abandon duration' filter. Either 'yes' or 'no'.
	Start date		The start date and time of the queue event. The dimension can show the data to the nearest: 15 minutes. For example, 2024-10-02 09:45:00. 30 minutes. For example, 2024-10-02 09:30:00. 1 hour. For example, 2024-10-02 09:00:00. Date. For example, 2024-10-02. Time. For example, 2024-10-02 09:45:00. Week. For example, 2024-09-30 2024-Q4. Month. For example, 2024-10. Quarter. For example, 2024-Q4. Year. For example, 2024-09-30 2024. The queue event in the examples started at 2024-10-02 09:48:17. Weeks start on a Monday.
	Type		Queue type. Either 'Queue' or 'AgentQueue'.
	Virtual queues		The virtual queues that the interaction entered. Multiple values are separated by commas.
Measures
	Count		The count of queue events.
	Queue results
		Offered	The number of interactions offered to an agent from a queue. When the same interaction is offered to an agent multiple times from a queue, Offered increases for each occurrence.
		Accepted (count)	Number of interactions that were successfully connected to an agent from the queue.
		Accepted (%)	The percentage of interactions that were successfully connected to an agent from the queue.
		Abandon (count)	Number of times a queuing party hung up while in the queue.
		Abandon (%)	The percentage of times the queuing party hung up while in the queue.
		Short abandon (count)	Number of times a queuing party hung up before the default time of 5 seconds, or as configured, while in the queue.
		Short abandon (%)	The percentage of times a queuing party hung up before the default time of 5 seconds, or as configured, while in the queue.
		Breakout (count)	Number of times queuing interactions were ended by a breakout, either voluntarily by the queuing party, or through configured settings within the queue itself.
		Breakout (%)	The percentage of times queuing interactions were ended by a breakout, either voluntarily by the queuing party, or through configured settings within the queue itself.
		Voluntary breakout (count)	Number of times queuing interactions were ended voluntarily by the queuing party.
		Voluntary breakout (%)	The percentage of times queuing interactions were ended voluntarily by the queuing party.
		Cancelled (count)	Number of times agents consulting to a different queue chose to stop queuing, either by ending the consult and retrieving the call from hold, or by transferring the call into the queue.
		Cancelled (%)	Percentage of times agents consulting to a different queue chose to stop queuing, either by ending the consult and retrieving the call from hold, or by transferring the call into the queue.
	Connected time (duration)		Duration unit is defined in Duration unit filter. Default is milliseconds.
		Average	The average connected time of agents handling interactions after leaving the queue.
		Minimum	The minimum connected time of agents handling interactions after leaving the queue.
		Maximum	The maximum connected time of agents handling interactions after leaving the queue.
		Total	The total connected time of agents handling interactions after leaving the queue.
	Connected time (hh:mm:ss)
		Average	The average connected time of agents handling interactions after leaving the queue in hh:mm:ss format.
		Minimum	The minimum connected time of agents handling interactions after leaving the queue in hh:mm:ss format.
		Maximum	The maximum connected time of agents handling interactions after leaving the queue in hh:mm:ss format.
		Total	The total connected time of agents handling interactions after leaving the queue in hh:mm:ss format.
	Wrap time (duration)		Duration unit is defined in Duration unit filter. Default is milliseconds.
		Average	The average wrap time of agents handling interactions after leaving the queue.
		Minimum	The minimum wrap time of agents handling interactions after leaving the queue.
		Maximum	The maximum wrap time of agents handling interactions after leaving the queue.
		Total	The total wrap time of agents handling interactions after leaving the queue.
	Wrap time (hh:mm:ss)
		Average	The average wrap time of agents handling interactions after leaving the queue in hh:mm:ss format.
		Minimum	The minimum wrap time of agents handling interactions after leaving the queue in hh:mm:ss format.
		Maximum	The maximum wrap time of agents handling interactions after leaving the queue in hh:mm:ss format.
		Total	The total wrap time of agents handling interactions after leaving the queue in hh:mm:ss format.
	Handle time (duration)		Duration unit is defined in Duration unit filter. Default is milliseconds.
		Average	The average time the agents spent on the interactions after leaving the queue, including connected and wrap time.
		Minimum	The minimum time the agents spent on the interactions after leaving the queue, including connected and wrap time.
		Maximum	The maximum time the agents spent on the interactions after leaving the queue, including connected and wrap time.
		Total	The total time the agents spent on the interactions after leaving the queue, including connected and wrap time.
	Handle time (hh:mm:ss)
		Average	The average time the agents spent on the interactions after leaving the queue, including connected and wrap time in hh:mm:ss format.
		Minimum	The minimum time the agents spent on the interactions after leaving the queue, including connected and wrap time in hh:mm:ss format.
		Maximum	The maximum time the agents spent on the interactions after leaving the queue, including connected and wrap time in hh:mm:ss format.
		Total	The total time the agents spent on the interactions after leaving the queue, including connected and wrap time in hh:mm:ss format.
	Wait time / time in queue / speed to answer (duration)		Duration unit is defined in Duration unit filter. Default is milliseconds.
		Average	The average wait time experienced by a queuing party in the queue during a specified period.
		Minimum	The minimum wait time experienced by a queuing party in the queue during a specified period.
		Maximum	The maximum wait time experienced by a queuing party in the queue during a specified period.
	Wait time / time in queue / speed to answer (hh:mm:ss)
		Average	The average wait time experienced by a queuing party in the queue during a specified period in hh:mm:ss format.
		Minimum	The minimum wait time experienced by a queuing party in the queue during a specified period in hh:mm:ss format.
		Maximum	The maximum wait time experienced by a queuing party in the queue during a specified period in hh:mm:ss format.
	Time to abandon (duration)		Duration unit is defined in Duration unit filter. Default is milliseconds.
		Average	The average time a queuing party queued before hanging up.
		Minimum	The minimum time a queuing party queued before hanging up.
		Maximum	The maximum time a queuing party queued before hanging up.
	Time to abandon (hh:mm:ss)
		Average	The average time a queuing party queued before hanging up in hh:mm:ss format.
		Minimum	The minimum time a queuing party queued before hanging up in hh:mm:ss format.
		Maximum	The maximum time a queuing party queued before hanging up in hh:mm:ss format.
	Time to breakout (duration)		Duration unit is defined in Duration unit filter. Default is milliseconds.
		Average	The average time a queuing party queued before a breakout — either voluntary or through configured settings within the queue itself.
		Minimum	The minimum time a queuing party queued before a breakout — either voluntary or through configured settings within the queue itself.
		Maximum	The maximum time a queuing party queued before a breakout — either voluntary or through configured settings within the queue itself.
	Time to breakout (hh:mm:ss)
		Average	The average time a queuing party queued before a breakout — either voluntary or through configured settings within the queue itself — in hh:mm:ss format.
		Minimum	The minimum time a queuing party queued before a breakout — either voluntary or through configured settings within the queue itself — in hh:mm:ss format.
		Maximum	The maximum time a queuing party queued before a breakout — either voluntary or through configured settings within the queue itself — in hh:mm:ss format.
	Time to cancel (duration)		Duration unit is defined in Duration unit filter. Default is milliseconds.
		Average	The average time an agent queued before ending a consult to interaction plan.
		Minimum	The minimum time an agent queued before ending a consult to interaction plan.
		Maximum	The maximum time an agent queued before ending a consult to interaction plan.
	Time to cancel (hh:mm:ss)
		Average	The average time an agent queued before ending a consult to interaction plan in hh:mm:ss format.
		Minimum	The minimum time an agent queued before ending a consult to interaction plan in hh:mm:ss format.
		Maximum	The maximum time an agent queued before ending a consult to interaction plan in hh:mm:ss format.
	Service level
		Service level (count)	Number of interactions accepted within a predefined time. Time is defined in Target time to accept filter. Default 20000 milliseconds (20 sec).
		Service level (%)	The percentage of interactions accepted within a predefined time. Time is defined in Target time to accept filter. Default 20000 milliseconds (20 sec).
	Service level breaches
		Service breaches level (count)	Number of interactions accepted after a predefined time. Time is defined in Target time to accept filter. Default 20000 milliseconds (20 sec).
		Service level breaches (%)	The percentage of interactions accepted after a predefined time. Time is defined in Target time to accept filter. Default 20000 milliseconds (20 sec).