Queue Performance

The Queue Performance report is an Interactive Report that provides a comprehensive overview of queue-level performance for the selected time period. It focuses on offered, accepted, abandoned interactions, service level metrics, queue durations, and wrap-up activity.

The report is intended for operational monitoring and performance analysis of queues across different time dimensions.

Available Pages

The Queue Performance report consists of the following pages:

  • Main

  • Volume

  • Wrapups

  • Statistics

Main

The Main page provides a high-level overview of queue performance and key service metrics.

It includes:

  • Total number of offered and accepted interactions

  • Number of abandoned interactions

  • Overall service level

  • Average connected, queue, and ringing durations

  • Longest ringing duration

  • Service level trend by start interval

  • Distribution of offered, accepted, and abandoned tasks by start interval

This page is intended for quick assessment of overall queue performance and service level behavior during the day.

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Volume

The Volume page focuses on interaction volume distribution over time.

It presents:

  • Number of tasks by hour

  • Hourly distribution broken down by month

  • Percentage-based volume distribution by hour

  • Heatmap-style visualization highlighting peak and low traffic periods

This page helps identify daily and hourly traffic patterns and volume concentration.

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Wrapups

The Wrapups page provides insight into wrap-up code usage within queues.

It includes:

  • Number of wrap-ups by wrap-up code in a table format

  • Visual comparison of wrap-up code volumes using a bar chart

  • Identification of most frequently used wrap-up codes

This page is useful for analyzing post-interaction handling and categorization behavior.

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Statistics

The Statistics page delivers detailed aggregated queue statistics in a tabular format.

It includes:

  • Tasks, offered, accepted, and accepted-in-SL counts

  • Service level and abandonment metrics

  • Callbacks, consulted, enqueued, held, inbound, outbound, and transferred values

  • Average queue duration

  • Hierarchical breakdown by year and month

This page is intended for detailed reporting, drill-through analysis, and historical comparison.

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Notes

  • This is an Interactive Report

  • All pages respect the applied filters

  • Drill-through actions may be available from selected visuals and tables

  • Exporting follows standard Power BI export behavior