Queues Report

This page displays information about queued conversations of all media groups: voice, email and chat.

Conversations that have not reached any queue (i.e., they did not start waiting for an available live agent) will not appear in on this page.

The percentage of queued items that were in the queue for fewer seconds than the number set as the queue's SLA.

Service Level = queued conversations dequeued sooner than the threshold / all queued conversations

The average amount of time a queued conversation spent in the queue before being routed to an agent.

Pie chart of how many queued items were dequeued with various reasons.

Table counting how many queued items there were in each individual queue while displaying some other details.

Column Name	Description
Channel Name	Name of the channel through which the conversations came in.
Channel Type	Type of the channel through which the conversations came in.
Queue Name	Name of the queue within the channel where the conversations were waiting.
Queued Items	Number of queued conversations.
AVG Wait Time	The average amount of time a queued conversation spent in the queue before being routed to an agent.
Service Level	The percentage of queued items that were in the queue for fewer seconds than the number set as the queue's SLA.

Table showing the details of each individual queued conversation.

Column Name	Description
Queued Time	The date and time (in the tenant's set timezone) of when the conversation entered the queue.
Channel Name	Name of the channel through which the conversation came in.
Channel Type	Type of the channel through which the conversation came in.
Queue Name	Name of the queue where the conversations were waiting.
Wait Time	Amount of time the conversation spent in the queue.
Customer Address	The far end phone number or email address of the conversation that was queued.
Dequeued Reason	The reason why the conversation was dequeued.