Queues events

Queues Events

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

Note: if queues 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> Current Queue Length	The number of contacts currently in the queue.
<Queue> Current Waiting Time	The longest current wait time for contacts in the queue (that is, the length of time for which the first contact in the queue has been waiting). Use this for queues handling live communications (web chat and voice) to indicate, for example, the wait time since joining the queue, the wait time since rejoining the queue after having left it, or the wait time while waiting for a callback.
<Queue> Current Waiting Time (Effective)	The longest effective current wait time for contacts in this queue. 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 also, the note about effective wait durations at the end of this table.
<Queue> Last Routed Wait Time	The total wait time for the most recently answered call. This statistic does NOT reset overnight. Use this for queues handling live communications (web chat and voice) to indicate, for example, the wait time since joining the queue, the wait time since rejoining the queue after having left it, or the wait time while waiting for a callback.
<Queue> Last Routed Wait Time (Effective)	The total effective wait time for the most recently answered communication. Use this for queues handling non-live communications (SMS, email and social media) to indicate the length of time for which the first contact in the queue waited after sending their message. This statistic does NOT reset overnight. See also the note at the end of this table.
<Queue> Last Abandoned Wait Time outside Service Level	The number of seconds for which the most recent caller waited in the queue 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> Last Abandoned Wait Time Within Service Level	The number of seconds for which the most recent contact waited in the queue 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> Last Abandoned Wait Time Overall	The number of seconds for which the most recent contact waited in the queue and then hung up without speaking to an agent. This will match either the 'Last Abandoned Wait Time Outside Service Level' value or the 'Last Abandoned Wait Time Within Service Level' value. This statistic does NOT reset overnight.
<Queue> Calls Entering Queue	The number of contacts that have entered the queue today. This statistic resets overnight. The equivalent historical statistics are Incoming Communications and, for voice calls only, Queued Call Count. See the *storm* VIEW Historical Data Source Reference Guide for details.
<Queue> Calls Routed from Queue Today	The number of contacts who entered the queue today and who were connected to an agent today. This statistic resets overnight. The equivalent historical statistics are Answered Communications and, for voice calls only, Queued Calls Connected. See the *storm* VIEW Historical Data Source Reference Guide for details.
<Queue> Calls Routed Within Service Level Today	The number of callers who entered the queue today and who were connected to an agent today before the service level threshold was reached (default 20 seconds). The statistic should not be used for email queues because an email is unlikely to be routed within the service level threshold. This statistic resets overnight. The equivalent historical statistic is Queued Calls Connected Inside SLA (voice calls only and for a 30-second service level). See the *storm* VIEW Historical Data Source Reference Guide for details.
<Queue> Calls Routed from Queue	The number of contacts who entered the queue today or before today and who were connected to an agent today. This is particularly useful for reporting on incoming emails, which typically wait in queues for one or more days. This statistic resets overnight. The equivalent historical statistics are Answered Communications and, for voice calls only, Queued Calls Connected. See the *storm* VIEW Historical Data Source Reference Guide for details.
<Queue> Calls Routed Within Service Level	The number of callers who entered the queue today or before today and who were connected to an agent today before the service level threshold was reached (default 20 seconds). The statistic should not be used for email queues because an email is unlikely to be routed within the service level threshold. This statistic resets overnight. The equivalent historical statistic is Queued Calls Connected Inside SLA (voice calls only and for a 30-second service level). See the *storm* VIEW Historical Data Source Reference Guide for details.
<Queue> Calls Lost in Queue Today	The number of contacts who entered the queue today and who hung up without being connected to an agent (abandoned from queue) or overflowed to another destination following a configured timeout. Although the queue can report on email queues, it is recommended that you use the Lost in Queue statistic instead. This statistic resets overnight. The equivalent historical statistic is Calls Lost in Queue (voice calls only). See the *storm* VIEW Historical Data Source Reference Guide for details.
<Queue> Calls Lost in Queue	The number of contacts who entered the queue today or before today and who, today, hung up without being connected to an agent (abandoned from queue) or overflowed to another destination following a configured timeout. For emails, this is the number of emails that entered the queue or today or before today and which expired today as a result of waiting in the queue for too long. This statistic resets overnight. The equivalent historical statistic is Calls Lost in Queue (voice calls only). See the *storm* VIEW Historical Data Source Reference Guide for details.
<Queue> Calls Lost Within Service Level Today	The number of callers who entered the queue today and who hung up today without being connected to an agent before the service level threshold was reached (default 20 seconds). The statistic should not be used for email queues because an email is unlikely to expire within the service level threshold. This statistic resets overnight. The equivalent historical statistic is Calls Lost in Queue (5-30s) (voice calls only). See the *storm* VIEW Historical Data Source Reference Guide for details.
<Queue> Calls Lost Within Service Level	The number of callers who entered the queue today or before today and who hung up today without being connected to an agent before the service level threshold was reached (default 20 seconds). The statistic should not be used for email queues because an email is unlikely to expire within the service level threshold. This statistic resets overnight. The equivalent historical statistic is Calls Lost in Queue (5-30s) (voice calls only). See the *storm* VIEW Historical Data Source Reference Guide for details.
<Queue> Time Since Last Call Routed	The elapsed duration since a call was routed to an agent from the queue. This value is set only when there are calls waiting in the queue. This statistic does NOT reset overnight.
<Queue> Calls In Progress	The number of contacts from the queue who are currently connected to agents. This count includes callers who have subsequently been transferred to other destinations by agents. Note: an SMS text, email, and digital channel interaction (including web chat) may take up to 10 seconds to be included in the count, and then up to 10 seconds to be excluded when the interaction ends.
<Queue> Overflowed from Queue	The number of contact who entered the queue today and who overflowed to another destination today after the configured timeout had elapsed. This statistic resets 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 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 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 queues 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.