Queue group dashboard

Preview

This feature is subject to the "Pre-GA Offerings Terms" in the General Service Terms section of the Service Specific Terms. Pre-GA features are available "as is" and might have limited support. For more information, see the launch stage descriptions.

With the Queue Group Dashboard All dashboard, see an overview of real-time and historical data for queue groups. See the number of calls waiting in queues and the rate at which customers are hanging up before reaching an agent. Use data on underperforming and overperforming queues to make routing adjustments.

Note: This dashboard only reports on queues that are part of a queue group. Google recommends removing a queue from a queue group outside of operating hours to minimize impact on reporting data.

Use the dashboard

To use the dashboard, follow these steps:

1. In the CCAI Platform portal, click Dashboard > Advanced Reporting. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears. The Advanced Reporting Landing Page appears.

2. Click Queue Groups. The dashboard appears.

3. Filter your results using the following fields:

   • Queue Group: by queue group

   • Language: by language

4. In the Time format field, set the time format.

5. Click Update.

Tiles

This dashboard contains the following metrics tiles:

• Queued Now: the number of calls or chats that are currently waiting in queue

• Overall SLA %: the SLA percentage for the current interval. Out of all the interactions that entered the queue, the percentage of interactions that started an active conversation with an agent within the configured SLA threshold. If short abandons are excluded in your SLA configuration, interactions that abandon within the configuration abandon threshold aren't counted. Due to Recovered Calls being factored out, if the divisor is lower than the dividend then we set the dividend to equal the divisor creating a cap at 100%.

• Total Handled Interactions: the number of interactions (call or chat) handled by an agent. This includes work that an agent receives from a queue and work that was directly allocated to an agent and never entered a queue. This is the count of all Call interactions where the Event is Finished or Failed.

• Abandons: the number of interactions that were waiting in queue and were disconnected by the consumer before being accepted by an agent. This excludes Short Abandons.

• Avg Queue Abandon Time: the average amount of time that calls or chats waited in a queue before disconnecting without being accepted by an agent. This is calculated as the sum of (BCW Duration + Call Duration + ACW Duration) / Total Handled Calls

• Callbacks Waiting: the number of calls that are waiting to be connected to an agent

• Avg Queue Time: the average amount of time that calls or chats waited in a queue before disconnecting without being accepted by an agent

• Current Max Queue Wait Time: the current maximum amount of time elapsed while calls or chats spend time in a queue waiting for agent assignment. It doesn't consider whether or not the call or chat was answered.

• Avg Handle Time: the average amount of time that elapsed from when an agent was assigned a chat to when they ended the wrap-up phase. AHT starts when the call is assigned to the agent, not when the call is connected to the agent, and is calculated as the sum of (BCW Duration + Call Duration + ACW Duration) / Total Handled Calls

Tables

This dashboard contains the following metrics table. Hold the pointer over a table heading to see its description.

• Live Data - Calls: displays the current live data for calls

• Live Data - Chats: displays the current live data for chats

• Historical Data - Calls: displays the historical data for calls

• Historical Data - Chats: displays the historical data for chats