Queue Interactions

Statistic Name	Description	Function/Formula	API Name
Queue Interactions	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. Transfers to a queue are included. This statistic does not include entries into a queue as a result of an agent rejecting the work. For example, if an interaction enters a queue, there is a count of 1. If the interaction is offered to an agent who rejects the work, the interaction goes back into the queue. This re-entry isn't counted. If an agent then accepts the interaction and later transfers it to another queue, the Queue Interactions count becomes 2.

Included in the following data sets:

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

Interaction Summary

Interaction Summary by Flow

Interaction Summary by Queue

Interaction Detail

Interaction Detail by Queue

Agent Summary by Queue

Service Level by Queue

Performance by Queue

Performance by Channel

Queue Interval Detail

Queue Sub Interval Detail

Queue Interactions

Queue Service Level by Day

Message Detail

Interaction Queue