Queue events fields
Type | Name | Description | |
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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:
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:
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| 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:
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 |
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| 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. |
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| Accepted (count) | Number of interactions that were successfully connected to an agent from the queue. |
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| Accepted (%) | The percentage of interactions that were successfully connected to an agent from the queue. |
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| Abandon (count) | Number of times a queuing party hung up while in the queue. |
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| Abandon (%) | The percentage of times the queuing party hung up while in the queue. |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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| Voluntary breakout (count) | Number of times queuing interactions were ended voluntarily by the queuing party. |
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| Voluntary breakout (%) | The percentage of times queuing interactions were ended voluntarily by the queuing party. |
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| 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. |
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| 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. | |
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| Average | The average connected time of agents handling interactions after leaving the queue. |
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| Minimum | The minimum connected time of agents handling interactions after leaving the queue. |
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| Maximum | The maximum connected time of agents handling interactions after leaving the queue. |
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| Total | The total connected time of agents handling interactions after leaving the queue. |
| Connected time (hh:mm:ss) |
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| Average | The average connected time of agents handling interactions after leaving the queue in hh:mm:ss format. |
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| Minimum | The minimum connected time of agents handling interactions after leaving the queue in hh:mm:ss format. |
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| Maximum | The maximum connected time of agents handling interactions after leaving the queue in hh:mm:ss format. |
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| 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. | |
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| Average | The average wrap time of agents handling interactions after leaving the queue. |
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| Minimum | The minimum wrap time of agents handling interactions after leaving the queue. |
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| Maximum | The maximum wrap time of agents handling interactions after leaving the queue. |
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| Total | The total wrap time of agents handling interactions after leaving the queue. |
| Wrap time (hh:mm:ss) |
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| Average | The average wrap time of agents handling interactions after leaving the queue in hh:mm:ss format. |
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| Minimum | The minimum wrap time of agents handling interactions after leaving the queue in hh:mm:ss format. |
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| Maximum | The maximum wrap time of agents handling interactions after leaving the queue in hh:mm:ss format. |
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| 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. | |
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| Average | The average time the agents spent on the interactions after leaving the queue, including connected and wrap time. |
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| Minimum | The minimum time the agents spent on the interactions after leaving the queue, including connected and wrap time. |
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| Maximum | The maximum time the agents spent on the interactions after leaving the queue, including connected and wrap time. |
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| Total | The total time the agents spent on the interactions after leaving the queue, including connected and wrap time. |
| Handle time (hh:mm:ss) |
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| Average | The average time the agents spent on the interactions after leaving the queue, including connected and wrap time in hh:mm:ss format. |
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| Minimum | The minimum time the agents spent on the interactions after leaving the queue, including connected and wrap time in hh:mm:ss format. |
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| Maximum | The maximum time the agents spent on the interactions after leaving the queue, including connected and wrap time in hh:mm:ss format. |
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| 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. | |
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| Average | The average wait time experienced by a queuing party in the queue during a specified period. |
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| Minimum | The minimum wait time experienced by a queuing party in the queue during a specified period. |
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| 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) |
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| Average | The average wait time experienced by a queuing party in the queue during a specified period in hh:mm:ss format. |
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| Minimum | The minimum wait time experienced by a queuing party in the queue during a specified period in hh:mm:ss format. |
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| 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. | |
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| Average | The average time a queuing party queued before hanging up. |
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| Minimum | The minimum time a queuing party queued before hanging up. |
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| Maximum | The maximum time a queuing party queued before hanging up. |
| Time to abandon (hh:mm:ss) |
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| Average | The average time a queuing party queued before hanging up in hh:mm:ss format. |
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| Minimum | The minimum time a queuing party queued before hanging up in hh:mm:ss format. |
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| 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. | |
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| Average | The average time a queuing party queued before a breakout — either voluntary or through configured settings within the queue itself. |
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| Minimum | The minimum time a queuing party queued before a breakout — either voluntary or through configured settings within the queue itself. |
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| Maximum | The maximum time a queuing party queued before a breakout — either voluntary or through configured settings within the queue itself. |
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