The Queue performance by virtual queues dashboard presents basic data about queue results and its performance from perspective of virtual queue. Information includes the numbers for abandon, breakout, and voluntary breakout rates, together with average durations.
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- Offered—the number of interactions that were offered to the agent from a queue. When the same interaction is offered to an agent multiple times from a queue, the Offered increases for each occurrence.
- Abandon rate—the percentage of interactions ended by external party when in the queue.
- Breakout rate—the percentage of interactions that were routed elsewhere in the interaction plan for one of the following reasons:
- Queue length breakout. Queue was at capacity when the interaction attempted to enter
- Queue duration breakout. Interaction queued for the maximum configured queue duration
- No Agents Breakout. No agents were logged in and serving the queue or none of the logged in agents had the required skill combination
- Estimated Wait Time Breakout. Estimated wait time was at the configured maximum when entering the queue
- Agent Decline Breakout. Interaction was offered to an agent's personal queue and they declined it
- Voluntary breakout rate—the percentage of interactions where the queueing party selected a voluntary breakout option. Voluntary breakouts enable a caller to leave the queue if they do not want to continue waiting for an agent to answer their call. Vonage Contact Center routes the call to the applet that corresponds to the pressed key. The most commonly used applets are callback and voicemail.
For information about breakouts, see Breakouts or Configuring breakouts.
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| The Last year queue results and Last 6 months queue results tiles are not affected by the data range provided in filters. |
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- Virtual queues—the name of the virtual queue that was reported for the the interaction.
- Offered—the number of interactions that were offered to the agent from a queue. When the same interaction is offered to an agent multiple times from a queue, the Offered increases for each occurrence.
- Accepted—the number of times an interaction was successfully delivered from queue to an agent. A single interaction can be delivered multiple times to the same agent. Accepted increases each time the agent accepts the interaction.
- Accepted %—the percentage of offered interactions that were successfully delivered from a queue to the agent.
- Avg. time to answer—the average duration of time the party was queueing before the interaction was successfully delivered from the queue to an agent. In hh:mm:ss format, for example 00:01:23.
- Max time to answer—the maximum duration of time the party was queueing before interaction was successfully delivered from the queue to an agent. In hh:mm:ss format, for example 00:01:23.
- Abandoned—the number of interactions ended by external party when in the queue.
- Abandon rate—the percentage of interactions ended by external party when in the queue.
- Avg. time to abandon—the average duration of time before the queueing party ended the interaction while in the queue. In hh:mm:ss format, for example 00:01:23.
- Max time to abandon—the maximum duration of time before the queueing party ended the interaction while in the queue. In hh:mm:ss format, for example 00:01:23.
- Breakout—the number of interactions that were routed elsewhere in the interaction plan for one of the following reasons:
- Queue length breakout. Queue was at capacity when the interaction attempted to enter
- Queue duration breakout. Interaction queued for the maximum configured queue duration
- No Agents Breakout. No agents were logged in and serving the queue or none of the logged in agents had the required skill combination
- Estimated Wait Time Breakout. Estimated wait time was at the configured maximum when entering the queue
- Agent Decline Breakout. Interaction was offered to an agent's personal queue and they declined it
- Breakout %—the percentage of interactions that were routed elsewhere in the interaction plan.
- Voluntary breakout—the number of interactions where the queueing party selected a voluntary breakout option (Voluntary breakouts enable a caller to leave the queue if they do not want to continue waiting for an agent to answer their call. Vonage Contact Center routes the call to the applet that corresponds to the pressed key. The most commonly used applets are callback and voicemail.)
- Voluntary breakout %—the percentage of offered interactions where the queueing party selected a voluntary breakout option.
- Cancelled—the number of interactions where the agent consulting to a different queue chose to stop queuing. The agent chose to stop queuing either by ending the consult and recalling the caller from hold, or by transferring the caller into the queue.
- Cancelled %—the percentage of interactions where the agent consulting to a different queue chose to stop queuing.
For information about breakouts, see Breakouts or Configuring breakouts.