Queue caller board
The Queue caller board is designed to help you understand what is happening with your call queues.
Note: Only available for Core and Complete customers.
This board is designed to help you understand what is happening with your call queues and can help you answer questions such as:
- What are my busiest days/times so that I can staff appropriately?
- On average, how long are our customers willing to wait for their call to be answered?
- How many calls are we missing each day?
- How were the calls dispositioned by agents?
There are a variety of filters that you can use on each of these boards to customize the data you see on the cards. You also have the following tools:
- Use Save as to save custom copies of these boards with the desired filters. Once you've saved a custom board, you'll also have the option to Schedule, Update, Share, Rename or Delete that board.
- Use Reset all to clear the filters to their default state.
- Use Export where available to generate a .csv or print file (.pdf) of the desired data.
- Use the settings gear to rearrange the available cards if desired.
Remember: All data visualizations will show data specific to the selected filters (and groupings where applicable). If an agent did not participate in any type of call or chat during the date range, regardless if they were logged in or not, the agent name will not appear in the graphs. Likewise, if there is no data for a given day or hour (depending on the time filter), there will be no bar displayed.
Queue caller cards
| Card | Description |
|---|---|
| Total calls over time | Shows the total amount of calls for each day (or hour if filtered below two days). |
| Average call duration | Shows the average length of calls for each day (or hour if filtered below two days). Call duration includes the time waiting in the queue(s) as well as the total talk time and hold time.
Note: This metric varies from the similar Average handle time metric which does not count the wait time like this metric, but rather the talk, hold, and wrap up time instead. Expect differences in the time if comparing these metrics due to the different elements included in each.
|
| Average wait time(Formally known as Average time in queue) | Shows the average time callers waited in the selected queue(s), including callback, for each day (or hour if filtered below two days). |
| Callback requests | Summarizes callbacks, characterizing them in one of three ways:
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| Total calls by outcome | Shows the total amount of calls for each day (or hour if filtered below two days), grouped by outcome.
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| Total calls by evicted system | Shows when calls are dequeued (evicted) by the system due to a maximum of callers in the queue, no available agents, or all agents leave the queue. Additionally, it shows when callers are evicted due to queue timeout.
Note: Refer to "What are the reasons a caller left a call queue?" for a detailed list and definitions of all leave reason codes.
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| Overall sentiment — Complete plan + AI Optimization only | Powered by AI-optimization
Shows a percentage breakdown of positive, neutral, and negative sentiment trends of calls. AI-detected sentiment is based on call transcription, and doesn't account for voice tone, pitch, or volume.
Tip: This interactive chart allows you filter by sentiment. Select a sentiment and drill into the details to get a comprehensive view and insights of the positive, negative, or neutral sentiment.
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| Most mentioned topics — Complete plan + AI Optimization only | Powered by AI-optimization Circle size represents the volume of topics most commonly detected AI. Bolder colors indicate a more prevalent sentiment around the conversation in which the topic is mentioned. AI automatically organizes topics by frequency of occurrence and degree of semantic similarity.
Tip: This interactive chart allows you filter by topic. Select a topic and drill into the details to get a comprehensive view and insights of the positive, negative, or neutral sentiment.
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| Queue caller summary table | Shows all the above data in table form. To access the Interaction overview for a specific call, select the day and call and drill into a comprehensive view of call details such as
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| Queue caller board export | Allows you to download a spreadsheet (.csv or print file (.pdf)) with a complete list of call details from a selected date. Choose from one of the following export options
For a detailed list of the export options and the corresponding export fields and their definitions, please refer to
How do I export Analytics reports?.
Note: The print file functions best when printing to PDF in Google Chrome and Microsoft Edge browsers. Visual elements may be clipped for Firefox users
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Queue caller — summary table
Tip: Please see How do I export Call reports and Analytics reports ? for a complete list of all the export fields for the Queue caller summary - grouped by date and Queue caller summary - grouped by queue export reports.
Column header |
Description |
|---|---|
| Date | The date of the call summary. |
| Avg. wait time | Shows the average time callers waited in the selected queue(s), including callback and ring time at the agent extension. |
| Avg. talk duration | Shows the average talk time (including hold) in the selected queue(s). |
| Avg. call duration | Shows the average call time in the selected queue(s), including talk time and hold time. |
| Abandoned | Amount of calls that had the outcome “Abandoned”. |
| Handled | Amount of calls that had the outcome “Handled”, including completed callbacks. |
| Evicted | Amount of the calls that had outcomes "Evicted customer", "Evicted user", or "Evicted system". |
| Pending | Amount of outstanding calls that requested a callback and are awaiting a return call. |
Queue caller — details table
To access the Queue caller — details table:
- From the Queue caller — summary table, select a date.
- The Queue caller — details table will appear and will show the following details for calls that occurred that day within the table.
Tip: To access the Interaction overview for a specific call, select a call within the Queue caller — details table and drill into a comprehensive view of call details such as:
- recording playback
- interaction journey
- notes
- call transcripts for a specific call
Tip: Please see How do I export Call reports and Analytics reports ? for a complete list of all the export fields for the Queue caller details export report.
Column header |
Description |
|---|---|
| Time | The time of the call. |
| Wait time | Shows the average time callers waited in the selected queue(s), including callback and ring time at the agent extension. |
| Talk duration | Shows the average talk time (including hold) in the selected queue(s). |
| Call duration | Shows the average call time in the selected queue(s), including talk time and hold time. |
| Callback offered | Shows if the caller was offered the option of a callback in the IVR |
| Callback requested | Shows if the caller accepted the callback offer. |
| AI sentiment — Complete plan + AI Optimization only | Shows AI-generated sentiment score of positive, neutral, or negative for a call. Powered by AI Optimization |
| Topics — Complete plan + AI Optimization only | Shows the most commonly detected topics based on AI-optimization. Powered by AI Optimization |
| Flags — Complete plan + AI Optimization only | Shows topic flag keywords and phrases detected during a call. Powered by AI Optimization |
| Queue | Name of the queue(s). |
| Agent Name | Displays the agent's name.
Note: The agent name may also include the device's name next to it in parenthesis. For example, "John Doe (on device name)".
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