Queue Groups events
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Queue Groups Events

The following real-time statistics are available for each queue group in your organisation.

Note: if queue groups are missing from the list, your storm administrator may have restricted you from seeing them. See Effect of Access Profiles on Dashboard Statistics.

Event

Description

<Queue Group> Current Length

The number of contacts currently in all queues in the group.

<Queue Group> Current Wait Time

The longest current wait time for the longest waiting contact across all queues in the group.

Use this for queues handling live communications (web chat and voice) to indicate the wait time since joining the queue, or rejoining the queue should the contact have left the queue, while waiting for a callback, for example.

<Queue Group> Current Wait Time (effective)

The longest effective current wait time for the longest waiting contact across all queues in the group.

Use this for queues handling non-live communications (SMS, email and social media messages) to indicate the length of time for which the first contact in the queue has been waiting since sending their message.

See the note at the end of this table.

<Queue Group> Last Wait Time

The total wait time for the most recently answered communication from a queue in the group.

Use this for queues handling live communications (web chat and voice) to indicate the wait time since joining the queue, or rejoining the queue should the contact have left the queue, while waiting for a callback, for example. This statistic does NOT reset overnight.

<Queue Group> Last Abandoned Wait Time outside SLA

The number of seconds for which the most recent contact waited in a queue in the group and then hung up without speaking to an agent after the service level threshold (default 20 seconds) was reached. This statistic does NOT reset overnight.

<Queue Group> Last Abandoned Wait Time in SLA

The number of seconds for which the most recent contact waited in a queue in the group and then hung up without speaking to an agent before the service level threshold (default 20 seconds) was reached. This statistic does NOT reset overnight.

<Queue Group> Last Abandoned Wait Time Overall

The number of seconds for which the most recent contact waited in a queue in the group and then hung up without speaking to an agent.

This will match either the 'Last Abandoned Wait Time out of SLA' value or the 'Last Abandoned Wait Time in SLA' value. 

This statistic does NOT reset overnight.

<Queue Group> Calls Entered

The number of contacts that have entered all queues in the group. This statistic does NOT reset overnight.

<Queue Group> Calls Routed

The number of contacts who were connected to an agent from all queues in the group. This statistic resets overnight.

<Queue Group> Routed Within Service Level

The number of callers from all queues in the group who were connected to an agent before the service level threshold (default 20 seconds) was reached. This statistic resets overnight.

<Queue Group> Lost in Queue

The number of callers from all queues in the group who hung up without being connected to an agent or who overflowed to another queue. This statistic resets overnight.

<Queue Group> Lost Within Service Level

The number of callers from all queues in the group who hung up without being connected to an agent before the service level threshold (default 20 seconds) was reached. This statistic resets overnight.

<Queue Group> Time Since Last Routed

The elapsed duration since a call was routed to an agent from a queue in the group. This value is set only when there are calls waiting in a queue in the group. This statistic does NOT reset overnight.

Note: In live communications (voice and web chat), the effective duration is not usually used, and would differ from the duration (non-effective) in the situation when a contact rejoins a queue group after having left it earlier for a reason such as requesting an agent callback. This effective duration is measured from the point at which the contact first entered the queue group rather than from the point of rejoining, and is therefore not usually useful or meaningful in service level calculations, for example. For non-live communications (text message, email, and social media), the effective duration is measured from the timestamp tagged to the communication, which may differ from the duration (non-effective) due to internal processing time. The effective duration is therefore better suited to queue groups that are handling non-live communications as this duration encompasses the entire journey of the communication beginning from the point of transmission by its sender.

Note: there are no equivalent standard historical statistics for Queue Group events.