Queues Module
Displays real-time statistics for one or more inbound queues and queue groups.
The module may have been configured by your administrator to show all queues, or only those queues that have received entrants today. If you see the text 'There are no active queues to display', this means that the module has been configured to show today's entrants but no-one has entered a queue so far today.
Some values may be configured to change colour on reaching threshold values. See Module Colour Alerts (administrators only).
By default, the panel is sorted by ascending order of queue (Queue column). To sort on another column, click that column's heading to sort it by ascending order of value or by character (denoted by 
). Click again to sort it by descending order of value (denoted by 
).
Some or all of the following statistics may be displayed in the module as determined by the administrator.
|
Name |
Description |
|
Current Length |
The number of contacts currently in the queue or queue group. |
|
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. This statistic is not published for queue groups. |
|
Current Wait Time |
The longest current wait time for contacts in the queue or queue group (that is, the length of time for which the first contact in the queue or queue group has been waiting). Use this for queues and queue groups handling live communications (web chat and voice) to indicate, for example, the wait time since joining the queue or queue group, the wait time since rejoining the queue or queue group after having left it, or the wait time while waiting for a callback. |
|
Current Wait Time (Effective) |
The longest effective current wait time for contacts in the queue or queue group. Use this for queues and queue groups handling non-live communications (SMS, email and social media messages) to indicate the length of time for which the first contact in the queue or queue group has been waiting since sending their message. See also, the note about effective wait durations at the end of this table. |
|
Last Routed Wait Time |
The total wait time for the most recently answered call. Use this for queues and queue groups handling live communications (web chat and voice) to indicate, for example, the wait time since joining the queue or queue group, the wait time since rejoining the queue or queue group after having left it, or the wait time while waiting for a callback. This statistic does NOT reset overnight. |
|
Last Routed Wait Time (Effective) |
The total effective wait time for the most recently answered communication. Use this for queues and queue groups handling non-live communications (SMS, email and social media) to indicate the length of time for which the first contact in the queue or queue group waited after sending their message. This statistic does NOT reset overnight. See also, the note about effective wait durations at the end of this table. |
|
Last Abandoned Wait Time Outside Service Level |
The number of seconds for which the most recent caller waited in the queue or queue 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. |
|
Last Abandoned Wait Time Within Service Level |
The number of seconds for which the most recent caller waited in the queue or queue 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. |
|
Last Abandoned Wait Time Overall |
The number of seconds for which the most recent contact waited in the queue or queue group 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. |
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The number of contacts that have entered the queue or queue group today. This statistic resets overnight. |
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The number of contacts who entered the queue or queue group today and who were connected to an agent today. This statistic resets overnight. |
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The number of callers who entered the queue or queue group today and who were connected to an agent today before the service level threshold (default 20 seconds) was reached. The statistic does not apply to email queues because an email is unlikely to be routed within the service level threshold. This statistic resets overnight. |
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The number of contacts who entered the queue or queue group 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. |
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The number of callers who entered the queue or queue group 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 does not apply to email queues because an email is unlikely to be routed within the service level threshold. This statistic resets overnight. |
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The number of contacts who entered the queue or queue group today and who, today, hung up without being connected to an agent (abandoned from queue) or overflowed to another destination following a configured timeout. The statistic is the sum of the Abandoned from Queue and Overflowed from Queue statistics (see below). Although the statistic can also report on email queues, it is recommended that you use the Lost in Queue statistic instead. This statistic resets overnight. |
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The number of callers who entered the queue or queue group today and who hung up today without being connected to an agent before the service level threshold (default 20 seconds) was reached. 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. |
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The number of contacts who entered the queue or queue group 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 queue group today or before today and which expired today as a result of waiting in the queue for too long. This statistic resets overnight. |
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|
The number of callers who entered the queue or queue group 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. |
|
|
Abandoned from Queue |
The number of callers who entered the queue or queue group today and who hung up today whilst waiting to be connected to an agent. For emails, this is the number of emails that entered the queue or queue group today and which expired today as a result of waiting in the queue for too long. This statistic resets overnight. |
|
Overflowed from Queue |
The number of contacts who entered the queue or queue group today and who overflowed to another destination today after the configured timeout had elapsed. This statistic resets overnight. |
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This is calculated as: A / (B + C - D) where: A = Connected to Agent within Service Level B = Calls Connected to Agent C = Calls Lost in Queue or Queue Group D = Calls Lost in Queue or Queue Group in Service Level To illustrate this, consider an example where the service level is 5 minutes and there are 5 queued callers.
The first caller connects to an agent after 2 minutes; the second caller ends their call after 3 minutes whilst still queueing; the third and fourth callers connect to agents after 6 and 7 minutes respectively; and the fifth caller ends their call after 8 minutes whilst still queueing. From this: Connected to Agent within Service Level=1 (caller 1) Calls Connected to Agent = 3 (callers 1, 3, and 4) Calls Lost in queue = 2 (callers 2 and 5) Calls Lost in queue 5-30s = 1 (caller 2). This gives Service Level value of 1/(3+2-1) = 25%. In the calculation, calls lost in the queue within the service level period are excluded from the calculation because it is not known whether they would have been connected to an agent within that period. This statistic resets overnight. |
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|
Available Agents |
The number of agents available to service contacts for this queue. This is calculated as the sum of available agents in all agent groups assigned to the queue’s matching rules. This value may not represent the actual number of available agents for complex matching or overflow rules or where the same agents are assigned to multiple groups. This statistic is not published for queue groups. |
|
Time since last routed |
The elapsed duration since a contact was routed to an agent from the queue or queue group. This value is set only when there are contacts waiting in the queue or queue group. This statistic does NOT reset overnight. |
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The proportion of the Total Routed value to the Total Entered value for the queue or queue group. This statistic resets overnight. |
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The proportion of the Lost in Queue value to the Total Entered value for the queue or queue group. This statistic resets overnight. |
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Note: Effective wait durations. 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 or 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 or 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 queues and 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. |
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Note: your administrator may have included statistics that are variations of those described above. For example, in addition to (or instead of) Current Length, you might see a statistic for the longest queue length so far today. The statistic will have been named to reflect its behaviour. Consult your administrator for the descriptions of statistics that are not described in the table above.
See Configure a Real-Time Queues Module (administrators only).