Track queue performance

You can track the current performance of your queues against your forecast and the defined service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals.. You can also view current data or review past performance across a range of statistics.

There are several statistics that are generated for a queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., depending on its type. You can select which statistics to display for a single or multiple queues in a campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. for a specified period. By default, all data is displayed in the campaign time zone. You can change the time zone so that you can view data in your local time Time axis in the system that refers to the time on the clock in the location where the operation occurred. zone.

Trends can be enabled on statistics, which is a projection of future performance based on recent actual data. If there is a large discrepancy between the trend Feature in Speech and Text Analytics that helps users identify changes in customer communication with the contact center, understand any emerging tendencies, and pinpoint any significant events that may require close attention. data and the forecast, you can generate a new forecast based on the trend data.

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Before you begin

Create a view, which defines the statistics displayed on the Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. screen.

Procedure

Go to Forecasting and Scheduling. Under Workforce Analytics, select Queue Analytics.
From Campaigns, select the campaign you want to view the data for.
To view queue statistics for a date range or scheduling period, select Dates and do one of the following.
- To choose from the list of scheduling periods associated with the selected campaign, select Scheduling period.
- To select a date range using the date picker, select Dates.
From Queues, select a single queue or multiple queues to track.

Only queues associated with the selected campaign are available for selection.
From the Statistics View menu, select one the predefined sets of statistics to display.

Alternatively, define a new statistics view by selecting New Statistics View.
To view data only for the hours of operation rather than the full 24 hours, select Working Hours Only.
From the Display Options, select what elements to add to the screen.
- Data: display the data as numbers directly below the chart.
- Summary: displays a summary view of the selected statistics for the campaign.
- Trend: for some statistics, you can display a projection of future performance based on actual data.
- Line Charts: display the data as line charts rather than area charts.
Optional. When a parent distributed queue is selected, set Subqueue headcount staffing to view the sum of the forecast staffing data for all the child queues of the parent queue. If not set and a parent queue is selected, then no data is displayed.
Optional. When a parent distributed queue is selected, use Show subqueue data to view either:
- Off: only values set on the parent. Data from any child queues is not included. This is the default behavior.
- On: the sum of the data on the child queues. Any data set on the parent is not included.
Show subqueue data only affects values for Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT). Volume, Forecast AHT, and Required FTE.
Use the Day/Week/Period view selector to choose the zoom level for the data.

When the Day or Week zoom level is selected, you can use the Jump To button to select a specific day or week.
Edit the actual data for any statistic by clicking the corresponding chart or data table.

If you select Automatic details pane, clicking the chart or data table opens the data tab on the details pane.