Target time to answer by virtual queues

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 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, milliseconds, 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.

Detailed explanation of tiles

Overall % of interactions answered within target duration tiles

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.

Target time to answer outcomes by virtual queues tile

The Target time to answer outcomes by virtual queue tile displays offered interactions from queues, the overall result of interactions accepted with provided target durations and detailed numbers of accepted and abandoned interaction within and after provided target duration. Data is presented from the perspective of virtual queue. The interactions abandoned before target duration are excluded from calculating Within target %.

The Target time to answer outcomes by virtual queue tile contains the following values:

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 %.

Calculating the value of within target %

There are two ways of calculating the value of within target %; both return the same value.

Within target % = Accepted within target duration / (Accepted within target duration + Accepted after target duration + Abandoned after target duration)
Within target % = Accepted within target duration / (Offered - Abandoned within target duration)
Abandoned within target interactions are excluded from the Within target % calculation. Therefore the total number of offered interactions is decreased by the number of interactions abandoned within target

Example	Offered	Within target %	Accepted within target	Accepted after target	Abandoned after target	Abandoned within target
1	125	54%	65	40	15	5
2	890	90%	750	60	25	55

Example 1:

Within target % = 65 / (65 + 40 + 15) = 65 / 120 = 54.17 % = 54%
Within target % = 65 / (125 - 5) = 65 / 120 = 54.17 % = 54%

Example 2:

Within target % = 750 / (750 + 60 + 25) = 750 / (890 - 55) = 750 / 835 = 89.82 % = 90%
Within target % = 750 / (890 - 55) = 750 / 835 = 89.82 % = 90%

Within target trend (last 7 days) and Within target trend (last 90 days) tiles

The Within target trend (last 7 days) and Within target trend (last 90 days) tiles display offered interactions and percentage of interactions accepted within target duration against the service level at 80%. These tiles are rolling trend charts and shows the data for the respectfully for the last 7 days or the last 90 days.

The Within target trend (last 7 days) and Within target trend (last 90 days) tiles contain the following columns:

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.

Within target trend (last 7 days) and Within target trend (last 90 days) tiles are not affected by the data range provided in filters.