You can view Key Performance Indicators (KPIs) for each queue that you monitor.
- For calls, you can see all call queues that you monitor under Queues
- For emails, you can see all email queues that you monitor under Email Queues
- For webchats, you can see all chat queues that you monitor under Chat Queues.
Procedure #
Step 1:
To display a summary of each queue’s statistics, click one of the following icons:
- To view individual summary boxes, click:
- To view a combined table, click:
Step 2:
For the appropriate queue, click:
More detailed statistics for the queue are displayed, including the Target set for each KPI.
For calls, under Graphs you can also view graphical displays of the service level provided by the system, hourly for the current day and daily for the current week. (The Contact measures the service level as the percentage of incoming calls for each queue that are answered over a configurable time period.) Each graph displays the calls answered and the percentage of the service-level target that has been met.
Note: Queues that are not currently meeting their KPI targets are highlighted in a different colour.
Parent topic: Data management