Interaction Queues

Statistic Name	Description	Function/Formula	API Name
Interaction Queues	The number of times that an interaction entered a queue. This includes the first time that the interaction entered a queue and subsequent entries to a queue after the work was accepted by an agent. For example, transfers to a queue are included. Note: This statistic does not include entries into a queue as a result of an agent rejecting the work.

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Interaction Summary by Agent

Interaction Summary by Contact Point

Interaction Detail

Interaction Detail by Contact

Abandoned Channel by Day

Queue Interactions

Queue Entries