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Real-Time Queues View

Real-Time Queues View displays metrics for inbound tasks at both the individual queue and contact center level. These data refresh every 1 to 3 seconds and are visible to users with the supervisor or admin role.

Queue Stats with SLA

All preferences can be configured directly in Flex admin menu - Service Level Preferences.

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The top of the page shows statistics at the contact center level, while the table provides metrics for individual queues.

The following metrics provide insight on inbound traffic:

  • Active Tasks: The number of tasks that are currently being handled.
  • Waiting Tasks: The number of tasks that are waiting to be handled.
  • Longest Wait: The amount of time in seconds for the longest waiting task.

The following metrics provide insight on agent availability:

  • Available Agents: The number of agents that are currently in a state that enables them to accept tasks. This includes agents in all states that are set as available. You can have any number of custom statuses that are counted as available.
  • Unavailable Agents: The number of agents that are currently in a state that prevents them from receiving tasks. This includes agents in all states that are set as unavailable, except for states that are set as Offline.
  • Offline Agents: The number of agents that are in an Offline state or logged out of Flex.

One agent can be assigned to multiple queues. This means that the sum of agents in individual queues may not equal the total number of agents in the aggregate metric. If one agent is assigned to two different queues, the agent is counted in two queues in the table, but only counted once in global statistics.

For information on custom and default agent states, see Activity Resource.

SLA Metrics

Real-time Queues with Channels

Enabling SLA in the real-time queues view enables some new metrics and capabilities. The metrics include:

  • SLA. SLA is the ratio of connected conversations within a set SLA threshold out of all waiting customers in the queue. Short abandoned are not included and have no negative impact on SLA.
  • Handled. Number of customers connected to agents. Customers that were connected in the given time frame are included.
  • Abandoned. Number of customers that have not connected to an agent. Customers who left the queue in the given time frame are included. Short abandoned are not included in this metric.

Time Frames

With SLA enabled, metrics are available in several time frames:

  • Now. The current state.
  • Last 30 Minutes. The metric calculated on customers that left the queue in the floating window of the last 30 minutes. Customers that left the queue more than 30 minutes ago are not included in this time frame.
  • Today. The metrics calculated on customers that left the queue since the start of the day. The start of the day can be set using SLA Preferences and can occur once during a 24-hour day.

The set of time frames is set. It is not possible to create a custom time frame.

Sorting

With SLA enabled, you can sort the table with queue metrics by all columns except Available Agents. Click the header of the column or the time frame to sort the table by it. The table is sorted by the queue level metrics. Individual channels are not used for sorting.

SLA Preferences

You can customize how SLA and other metrics are calculated.

Preferences available on queue level:

  • Reset Time. The time of day in the given time zone when metrics in Today time frame are reset.
  • Reset Time Zone. The time zone that should be used for the Reset Time.

Preferences available on queue-level combination:

  • SLA Threshold. Waiting time that is a threshold for waiting time that is considered to be within SLA.
  • Short Abandoned Time. Waiting time that is considered to be too short. All customers waiting less than this threshold are considered short abandoned. Short abandoned customers do not have any negative impact on the SLA.

The real-time queues stats can be customized programmatically using Configuration API.

Programmability

You can add additional columns to the Real-Time Queues View to show static data or dynamic data from Twilio APIs or other data sources. For more information, see Real-Time Queues View Programmability.

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