Queue Statistics
The document provides an in-depth analysis of queue and channel performance metrics. It covers conversations across multiple channels (e.g., Voice, Live Chat, Email) and queues, focusing on metrics like activity time, speed to answer, waiting time, and resolution time. Graphical data highlights distributions per day, hour, week, etc. The following statistics that we are going to talk about are located on the CC version of PBXware under Contact Center -> Statistics -> Queue Statistics.
Let’s start:
TABLE OF CONTENTS
- Queue Statistics
- All conversations per channel
- All conversations per queue
- Answered conversations per channel
- Answered conversations per queue
- Conversations summary
- Distributions of conversations per channel per day
- Distributions of conversations per channel per day of week
- Distributions of conversations per channel per hour
- Distributions of conversations per queue per day
- Distributions of conversations per queue per day of week
- Distributions of conversations per queue per hour
- Queue conversations per agent
- Queue survey per agent
- Returning customers
- Service level agreement per channel
- Service level agreement per queue
- Unanswered conversations per channel
- Unanswered conversations per queue
All conversations per channel
This report will show you all conversations per channel. These are the channels that are being taken into account:
Email
WhatsApp
Facebook
Voice
Live Chat
SMS
Activity time is showing the duration of how long it lasted. Speed to answer is showing the time it takes to respond/answer first time.
This report is also showing how many answered, unanswered and transferred occurred per channel.
All conversations per queue
This report is showing all conversations per queue. The stats taken into account here are:
Activity time which measures the total conversation activity across different queues. It represents the total time agents spend interacting with calls in each queue over time.
Speed to Answer shows how quickly calls are answered in each queue. It includes:
Minimum: The shortest time taken to answer a call.
Maximum: The longest time taken to answer a call.
Mean: The average time taken across all calls.
Waiting Time measures how long callers wait in the queue before their call is answered or handled by an agent.
This graph is showing All conversations per queue external graph
It gives more info on First Response Time, Resolution Time, and their totals per queue.
This graph provides insights into external queue statistics for First Response Time, Resolution Time, and their totals per queue:
First Response Time
The time taken for the first response to a call after it enters the queue.
Key Metrics:
Minimum: The shortest time it took for an agent to respond to the first interaction.
Maximum: The longest time it took to respond.
Mean: The average time across all first responses in a queue.
Resolution Time
The total time taken to complete a conversation, measured from the time it entered the queue.
Key Metrics:
Minimum: The shortest resolution time recorded in the queue.
Maximum: The longest resolution time recorded.
Mean: The average resolution time across all issues in the queue.
Total First Response Time and Resolution Time per Queue
Aggregated totals for the First Response Time and Resolution Time for each queue.
Representation:
Grouped Bar Chart: Displays the total first response time and resolution time for individual queues (e.g., "EdisQ1" and "Statisticstest").
Answered conversations per channel
Answered conversations per channel, can be broken into two sections: internal conversations and external conversations:
Answered conversations per channel shows metrics such as Activity Time, Speed to Answer, and Waiting Time across multiple channels (Voice, Live Chat, SMS, Email, WhatsApp, Facebook). Here's a breakdown:
Activity Time
Total time agents spent actively engaging with conversations across various channels.
Speed to Answer
The time it takes for an agent to respond to a conversation once it is assigned.
Waiting Time
The time customers spend waiting before their query is addressed.
Lastly, Total Conversations is showing answered, unanswered, and transferred calls per channel.
Answered Conversations per Channel (External)
Represents external answered conversations per channel, showing performance metrics for channels like Voice, Live Chat, SMS, Email, WhatsApp, and Facebook. The data is broken down into First Response Time, Resolution Time, and Total Conversations.
First Response Time
The time it takes for the first response to a call across external channels.
Resolution Time
The time taken to resolve calls across external channels, measured from the first response to closure.
Total Conversations
The total number of answered, unanswered, and transferred conversations across all external channels.
Answered conversations per queue
Answered conversations per queue, can be broken into three sections: Answered conversations per queue, Answered conversations per queue external and Answered conversations outcomes per queue:
Answered Conversations per Queue is breaking down activity times, speed to answer, and waiting times for different queues:
Activity Time
The total time agents spent actively engaged in conversations within each queue.
Metrics:
Total: Cumulative time spent across all conversations in the queue.
Min: The shortest interaction recorded.
Max: The longest interaction recorded.
Mean: Average time spent per interaction.
Speed to Answer
The time taken for an agent to respond to an incoming query after it is assigned to the queue.
Metrics:
Total: Combined response time across all conversations.
Min: The fastest response time recorded.
Max: The slowest response time recorded.
Mean: Average response time across all conversations.
Waiting Time
The time customers spent waiting in the queue before their conversation was answered.
Metrics:
Total: Combined waiting time for all conversations in the queue.
Min: The shortest waiting time recorded.
Max: The longest waiting time recorded.
Mean: Average waiting time across all conversations.
Answered conversations per queue external is showing metrics for First Response Time and Resolution Time across different external queues:
First Response Time
The time taken for an agent to provide the initial response to a specific queue.
Metrics:
Total: Total time across all first responses in the queue.
Min: The shortest first response time recorded.
Max: The longest first response time recorded.
Mean: Average time taken for the first response.
Resolution Time
The time taken to resolve customer queries after the initial response, measured until the query is marked resolved.
Metrics:
Total: Total resolution time across all interactions in the queue.
Min: The shortest resolution time recorded.
Max: The longest resolution time recorded.
Mean: Average resolution time for all queries in the queue.
Answered conversations outcomes per queue summarizes the outcomes of answered conversations per queue, including whether the calls were ended by agents, customers, or transferred.
Total
The total number of answered conversations per queue.
Ended by Agent
The number and percentage of conversations ended by an agent (also showing in %).
Ended by Customer
The number and percentage of conversations ended by customers (also showing in %).
Transferred
The number and percentage of conversations transferred to another queue or agent (also showing in %).
Conversations summary
The Conversations Summary provides an overview of all conversations during the specified time period:
Total Conversations
The total number of conversations that entered the system across all queues.
Answered Conversations
The number and percentage of conversations that were answered by an agent.
Unanswered Conversations
The number and percentage of conversations that were not answered by an agent.
Distributions of conversations per channel per day
The Distributions of Conversations per Channel per Day provides detailed insights into the daily performance of different mentioned communication channels. The statistics and graphs include metrics like the total number of conversations, answered vs. unanswered, and performance indicators like activity time, waiting time, speed to answer, first response, and resolution time.
Table:
Columns:
Day:
Represents the date of the statistics.
Channel:
The communication channel.
Total Conversations:
Total number of conversations initiated on that day.
Answered and Unanswered:
Answered: The number and percentage of conversations answered by agents.
Unanswered: The number and percentage of conversations that were not answered.
Average Time:
Activity: Average time agents spent handling conversations.
Waiting: Average time customers waited before receiving a response.
Speed to Answer: Average time agents took to respond after a customer entered the queue.
Resolution: Average time it took to resolve conversations.
Total Time:
Activity: Total time agents spent actively handling conversations.
Waiting: Total time customers spent waiting in the queue.
Speed to Answer: Total time agents took to respond to conversations.
Resolution: Total time to resolve all conversations.
Graphical Data
Graphs:
Distributions of Conversations, per Channel, per Day:
Description: Shows the daily counts of answered and unanswered conversations for each channel (voice, live chat).
Distributions of Activity, Speed to Answer, and Waiting Time, per Channel, per Day (Average):
Description: Visualizes the average daily performance metrics (activity time, speed to answer, waiting time).
Distributions of Activity, Speed to Answer, and Waiting Time, per Channel, per Day (Total):
Description: Cumulative daily metrics for activity time, speed to answer, and waiting time.
Distributions of conversations per channel per day of week
The Distributions of Conversations per Channel per Day of Week provides an analysis of conversations distributed across days of the week, including answered and unanswered statistics, along with key performance metrics like activity time, waiting time, speed to answer, and resolution time.
Table:
Columns:
Day of Week:
Represents the day (Monday to Friday) for which the data is aggregated.
Channel:
Indicates the communication channels involved (e.g., Voice, Live Chat).
Total Conversations:
Total number of conversations that occurred on that day.
Answered and Unanswered:
Answered: Number and percentage of conversations successfully answered by agents.
Unanswered: Number and percentage of conversations that remained unanswered.
Average Time:
Activity: Average time spent by agents actively handling conversations.
Waiting: Average time customers waited before being attended to.
Speed to Answer: Average time taken by agents to respond to conversations.
Resolution: Average time taken to resolve conversations.
Total Time:
Activity: Cumulative time agents spent handling conversations on that day.
Waiting: Total waiting time experienced by customers.
Speed to Answer: Total time agents took to answer queries.
Resolution: Total time spent resolving conversations.
Graphical Data
Graphs:
Distributions of Conversations (Answered vs. Unanswered):
Description: Visualizes the total number of answered and unanswered conversations for each day.
Distributions of Activity, Speed to Answer, and Waiting Time (Average):
Description: Displays average performance metrics for each day.
Distributions of Activity, Speed to Answer, and Waiting Time (Total):
Description: Aggregates total times for key metrics by day.
Distributions of conversations per channel per hour
The Distributions of Conversations per Channel per Hour provides insights into the hourly distribution of conversations across communication channels along with key performance metrics such as activity time, waiting time, speed to answer, and resolution time.
Table:
Columns:
Hour:
Represents the hour of the day (24-hour format) for which the data is aggregated.
Channel:
Indicates the communication channel.
Total Conversations:
Total number of conversations initiated during that hour.
Answered and Unanswered:
Answered: The number and percentage of conversations successfully answered by agents during that hour.
Unanswered: The number and percentage of conversations left unanswered during that hour.
Average Time:
Activity: Average time spent by agents actively handling conversations.
Waiting: Average time customers waited before being attended to.
Speed to Answer: Average time taken by agents to respond to conversations.
Resolution: Average time taken to resolve conversations.
Total Time:
Activity: Cumulative time agents spent handling conversations during that hour.
Waiting: Total waiting time experienced by customers during that hour.
Speed to Answer: Total time agents took to answer conversations during that hour.
Resolution: Total time spent resolving conversations during that hour.
Graphical Data
Graphs:
Distributions of Conversations, per Channel, per Hour:
Description: Visualizes the hourly counts of answered and unanswered conversations.
Distributions of Activity, Speed to Answer, and Waiting Times (Average):
Description: Displays average activity time, speed to answer, and waiting time for each hour.
Distributions of Activity, Speed to Answer, and Waiting Times (Total):
Description: Shows cumulative metrics for activity time, speed to answer, and waiting time per hour.
Distributions of conversations per queue per day
The Distributions of Conversations Per Queue Per Day statistics provide insights into how conversations are distributed across different queues daily.
Table View Explanation
Queue: Lists all active queues where conversations were distributed.
Total: Total number of conversations (both answered and unanswered) per queue on each day.
Answered: The number and percentage of conversations successfully handled by agents on that day for the specific queue.
Unanswered: The number and percentage of conversations that were not handled.
Average Time:
Activity: The average time agents spent actively handling conversations.
Waiting: The average time customers waited in the queue.
Speed to Answer: The average time taken for an agent to respond to the customer after the initial connection.
First Response: The time it took for agents to provide their first response.
Resolution: The time it took to resolve a customer query.
Total Time:
Shows cumulative totals for Activity, Waiting, Speed to Answer, First Response, and Resolution times.
Graph View Explanation
Distributions of Conversations Per Queue, Per Day:
Bars (Blue & Light Blue): Represent answered and unanswered conversations for each queue on specific dates.
Distributions of Activity, Speed to Answer, and Waiting Times (Average):
Activity Time (Blue): The average time agents were engaged in conversations.
Speed to Answer (Light Blue): The average time taken to connect customers to agents.
Waiting Time (Orange): The average wait time before a conversation was picked up.
Distributions of Activity, Speed to Answer, and Waiting Times (Total):
This graph aggregates total time spent on activities, answering, and waiting for each queue across specific days, highlighting where most agent effort or delays occurred.
Distributions of conversations per queue per day of week
The Distributions of conversations per queue per day of the week statistics provide insights into how interactions are distributed across various queues and days of the week.
Tabular Data Explanation
Day of Week: Lists days from Monday to Friday, showing the data for each day.
Queue: Represents the specific queue under analysis for each day.
Total: The total number of conversations (answered and unanswered) that occurred in a specific queue on a given day of the week.
Answered and Unanswered: The breakdown of answered and unanswered conversations, displayed as both absolute numbers and percentages.
Average Time Metrics:
Activity: Average time agents were active in conversations.
Waiting: Average customer waiting time before their conversation was answered.
Speed to Answer: Average time it took agents to respond to incoming conversations.
First Response: The time elapsed until the first response was provided.
Resolution: Average time taken to resolve the conversation.
Total Time Metrics:
Activity: Cumulative time agents spent active on conversations.
Waiting: Total customer waiting time.
Speed to Answer, First Response, and Resolution: Aggregated times for each respective metric.
Graphical Data Explanation
Distributions of Conversations, per Queue, per Day of Week:
A bar graph showing the total number of conversations (answered and unanswered) across different queues for each day of the week.
The bars are grouped or stacked, representing answered (blue) and unanswered (light blue) conversations.
Distributions of Activity, Speed to Answer, and Waiting Times, per Queue, per Day of Week – Average:
Illustrates the average values for Activity Time, Speed to Answer, and Waiting Time per queue, divided by each day of the week.
Different colors represent each metric (e.g., orange for waiting times).
Distributions of Activity, Speed to Answer, and Waiting Times, per Queue, per Day of Week – Total:
This chart aggregates the total time for the same metrics (Activity Time, Speed to Answer, and Waiting Time) for all conversations in each queue on a specific day of the week.
Distributions of conversations per queue per hour
The statistics Distributions of conversations per queue per hour break down conversation data by hour and queue, providing insights into activity and performance metrics for each time interval.
Data Table
Hour: Represents each hour of the day (e.g., 00h, 01h, etc.).
Queue: Lists the individual queues being analyzed.
Total: The total number of conversations initiated during the hour for the specified queue.
Answered/Unanswered: The number and percentage of conversations that were answered or went unanswered.
Average Time:
Activity: The average time agents spent actively handling conversations.
Waiting: The average waiting time for customers before receiving a response.
Speed to Answer: The average time it took agents to respond to a conversation.
First Response: The average time taken for the first reply to a customer.
Resolution: The average time required to resolve conversations.
Total Time:
Activity: The cumulative activity time for all conversations in the hour.
Waiting: The cumulative waiting time for all conversations in the hour.
Speed to Answer, First Response, Resolution: Cumulative times for these metrics.
Graphs
Distributions of Conversations, per queue, per hour:
Shows the total conversations per queue during each hour.
Differentiates between answered and unanswered conversations using distinct colors (Blue = Answered, Light Blue = Unanswered)
Distributions of Activity, Speed to Answer, and Waiting Times, per queue, per hour - Average:
Plots the average metrics (activity (blue), speed to answer (light blue), waiting time (orange)) for each queue by hour.
Distributions of Activity, Speed to Answer, and Waiting Times, per queue, per hour - Total:
Displays the cumulative totals for activity, speed to answer, and waiting times by queue and hour.
Queue conversations per agent
The Queue Conversations per Agent statistics provide a detailed breakdown of how conversations are handled across different queues and by individual agents. Here's an explanation of the key metrics and visualizations:
1. Conversations
Number (%): Shows the total number of conversations handled by each queue and their percentage contribution to the overall total.
This helps identify queues with the highest or lowest activity levels.
2. Activity Time
Total: Cumulative time spent by agents on activities related to conversations in a queue.
Mean: Average activity time per conversation in the queue.
This measures agent engagement within specific queues.
3. Speed to Answer
Total: Cumulative time taken to answer all conversations in the queue.
Mean: Average time taken to answer a conversation in the queue.
This indicates efficiency in responding to conversations.
4. Waiting Time
Total: Total waiting time before conversations are attended.
Mean: Average waiting time for conversations in the queue.
This metric assesses customer experience and response delays.
5. Outcomes
Ended by Agent: Number and percentage of conversations closed by agents.
Ended by Customer: Number and percentage of conversations closed by customers.
Transferred: Number and percentage of conversations transferred to another queue or agent.
6. Visualizations
Graph 1: Total Conversations/Agents Available per Queue
Compares the total number of conversations against the number of agents available for each queue over time.
Graph 2: Queue Conversations per Agent
Bar chart showing the number of conversations handled by each agent across different queues.
Graph 3: Queue Mean Times
Line chart visualizing average activity time, speed to answer, and waiting time across queues over time.
Queue survey per agent
The Queue survey per agent statistics provide an overview of the survey responses associated with different agents in the queue.
Queue: Indicates the name of the queue being analyzed.
Agent: Lists the agents assigned to handle the queue.
Total Surveys:
Sent: The number of surveys sent to customers.
Answered: The number of surveys that received responses.
Unanswered: The number of surveys that did not receive responses.
Customer Satisfaction:
Total Rating: Represents the cumulative rating given by customers based on their satisfaction.
Average Rating: Shows the average customer satisfaction score for each agent or queue.
The table is designed to give insights into customer feedback and the responsiveness of customers to surveys.
Returning customers
The statistics Returning Customers provide insights into customers who have interacted with the system multiple times during the specified time period.
Tabular Data
Customer ID:
Unique identifier for each customer/phone numbers.Channel:
Indicates the communication channel used, e.g., Voice or Live Chat.Repeats:
The number of times a customer returned to interact with the system. For example, a value of "10" means the customer interacted ten times during the period.Waiting Time (Total and Mean):
Total: The cumulative time the customer spent waiting across all their interactions.
Mean: The average waiting time per interaction for the customer.
Speed to Answer (Total and Mean):
Total: The total time taken to answer all interactions from the customer.
Mean: The average time taken to respond per interaction.
Activity Time (Total and Mean):
Total: Total time the customer spent in active interaction across all sessions.
Mean: Average active interaction time per session.
Graphical Data
Returning Customers vs Unique Customers:
Pie charts show the percentage of:Unique Customers: Customers who interacted once during the period.
Returning Customers: Customers who interacted multiple times.
Separate pie charts are shown for Voice and Live Chat channels, highlighting differences in customer behavior across channels.
Service level agreement per channel
The statistics Service Level Agreement per Channel provide insights into the performance across different channels (e.g., Live Chat, Voice). The statistics are divided into two sections:
1. First Response Time
Definition: Measures how quickly the first interaction with a customer was handled after the ticket or query was initiated.
Data Breakdown:
Percentage of responses answered within specific time intervals (e.g., <30s, 30s-1m, 1m-2m, etc.).
Channels are split into categories like Voice and Live Chat, with aggregated data for "All."
2. Resolution Time
Definition: Indicates the time taken to resolve a customer's issue or query from the moment it was logged.
Data Breakdown:
The percentage of cases resolved within intervals such as <5m, 5m-15m, 15m-30m, etc.
Separate statistics for Voice, Live Chat, and an aggregate for "All."
Graphical Representation
First Response Time Graph: Visualizes the distribution of first responses across the defined time intervals.
Resolution Time Graph: Highlights the efficiency in resolving issues.
Blue is for All, Light Blue is for Voice, and orange is for Live Chat
Service level agreement per queue
The statistics called Service Level Agreement per queue provide an analysis of response and resolution times across different queues, helping to evaluate whether performance targets (e.g., responding within a certain time frame) are being met.
First Response Time SLA
Purpose: Measures how quickly agents respond to incoming customer inquiries in each queue.
Time Intervals:
<30s (less than 30 seconds): Indicates immediate response rates.
30s - 1m, 1m - 2m, and other intervals up to >24h: Indicate progressively longer response times.
Resolution Time SLA
Purpose: Tracks how long it takes to resolve customer issues completely for each queue.
Time Intervals:
<5m (less than 5 minutes): Indicates quick resolutions.
Progressively longer intervals (5m - 15m, 15m - 30m, etc., up to >48h) reveal slower resolution times.
Graphs for SLA per Queue
First Response Time Graph: Displays the percentage of inquiries responded to within each time interval for each queue. This visual comparison highlights which queues meet or exceed response SLAs.
Resolution Time Graph: Shows the percentage of issues resolved within each time interval for each queue. This identifies whether specific queues are resolving issues efficiently.
Unanswered conversations per channel
Statistics: Unanswered Conversations Per Channel
Overview
This section provides an analysis of unanswered conversations across different channels (e.g., Live Chat, Voice) within the specified timeframe.
Key Metrics
Waiting Time (Total, Min, Max, Mean):
Total: The total waiting time accumulated across all unanswered conversations for each channel.
Graph Insights
Line Graph (Waiting Time):
Trend: Displays the difference of waiting times over the course of the selected period (e.g., by month).
Categories: Differentiates between channels (e.g., SMS, Voice, WhatsApp, Email) using separate lines.
Pie Chart (Channels with Longest Total Waiting Time):
This visualizes which channel contributes most to the total waiting time.
Unanswered conversations per queue
The Unanswered conversations per queue statistics focus on the distribution and outcomes of unanswered conversations within different queues over the selected time period.
1. Unanswered Conversations Overview
Waiting Time:
Displays total, minimum, maximum, and average waiting times for unanswered conversations in each queue.
2. Unanswered Conversations Outcomes
Outcomes Breakdown:
Abandoned: Conversations where customers left without interacting further.
Exit with Key: Customers exited the queue by using specific options like automated menu navigation.
Timed Out: Conversations were automatically terminated after exceeding the queue's time limit.
3. Graphs
Waiting Time Graph:
Tracks the average, minimum, and maximum waiting times for unanswered conversations over time.
Queues with Longest Total Waiting Time:
Highlights which queues contribute the most to total waiting times for unanswered conversations.
Pie Charts for Outcomes:
Visual distribution of unanswered conversation outcomes (Abandoned, Exit with Key, Timed Out) per queue.