Interaction Queues

Customer views are views of your contact center. The following example views are available for Interaction Queues:

E-Mail View Templates

Status

Statistic Group

Statistic Long Name

Short Name

Description

Status

Interactions In Queue

In Queue

Total number of interactions in the queue.

Statistic Type: MCR-Q-InQueue

Total Interactions Awaiting Processing

Total Awaiting Processing

Total number of interactions that have been submitted, and that are currently awaiting processing.

Statistic Type: MCR-Q-WaitInQueue

Total Interactions In Processing

Total Processing

The total number of interactions in the queue that are being processed.

Statistic Type: MCR-Q-InProcessing

Hourly / Daily

Statistic Group

Statistic Long Name

Short Name

Description

Performance

Total Interactions Entered

Entered

Total number of interactions that entered the queue, including the interactions that were placed in the queue upon creation.

For interactions that enter the queue more than once, this statistic separately counts each instance. Interactions that are taken from this queue for processing, and that left in the queue upon completion of processing are not counted.

Statistic Type: MCR-Q-TotalEntered

Total Interactions Moved

Moved

Total number of interactions that were moved from this queue to any other queue.

Statistic Type: MCR-Q-TotalMoved

Total Interactions Stopped Processing

Stopped Processing

Total number of interactions for which processing has stopped while in this queue.

Statistic Type: MCR-Q-TotalStopped

Minimum Interactions

Maximum Interactions

Maximum number of interactions in the queue.

Statistic Type: MCR-Q-MinimumInteractions

Maximum Interactions

Minimum Interactions

Minimum number of interactions in the queue during the reported time period.

Statistic Type: MCR-Q-MaximumInteractions

Open Media View Templates

Status

Statistic Group

Statistic Long Name

Short Name

Description

Status

Interactions In Queue

In Queue

Total number of interactions in queue.

Statistic Type: Current_In_Queue

Total Interactions Awaiting Processing

Total Awaiting Processing

Total number of interactions that have been submitted, and that are currently awaiting processing.

Statistic Type: Current_Waiting_Processing_In_Queue

Total Interactions In Processing

Total Processing

Total number of interactions in the queue that are being processed.

Statistic Type: Current_In_Processing_In_Queue

Hourly / Daily

Statistic Group

Statistic Long Name

Short Name

Description

Performance

Total Interactions Entered

Entered

Total number of interactions that entered the queue, including the interactions that were placed in the queue upon creation.

For interactions that enter the queue more than once, this statistic separately counts each instance. Interactions that are taken from this queue for processing, and that left in the queue upon completion of processing, are not counted.

Statistic Type: Total_Entered_Queue

Total Interactions Moved

Moved

Total number of interactions that were moved from this queue to any other queue.

Statistic Type: Total_Moved_From_Queue

Total Interactions Stopped Processing

Stopped Processing

Total number of interactions for which processing has stopped while in this queue.

Statistic Type: Stopped_Processing_Queue

Minimum Interactions

Maximum Interactions

Maximum number of interactions in the queue.

Statistic Type: Minimum_Interactions_In_Queue

Maximum Interactions

Minimum Interactions

Minimum number of interactions in the queue during the reported time period.

Statistic Type: Maximum_Interactions_In_Queue