The Table tab presents its information in text. On the Table tab, the same parameters are found as on the Queue details - Workforce tab.
The Table tab also contains everything you find as graphics in Queue details - Reserve tab.
Parameter description
- Name
- The name of the queue or waiting list.
- Media
- Type of media, i.e. Call or Email.
- Direction
- Incoming or Outgoing.
- Distribution
- Queue or Waiting list.
- Received contacts
- Number received during the day.
Note that if contacts are in a queue at the end of the day and then escalated or answered, a summing up of final status for the established contacts will be larger than the total for Received contacts.
A contact can arrive several times to the same queue. If, for example a call is retrieved by the IVR due to the assigned agent not having answered the call or when a callback record is dialled, postponed and then dialled once more.
- Contacts in queue
- At present.
- Contacts being delivered
- Contacts that are currently being delivered to Agent or to an agent’s email account.
- Contacts established
- Contacts from queue answered/accepted by ACE Agent. Note that contacts accepted after having been requeued are instead counted as re-established.
- Re-established contacts
- Contacts from queue that have been answered/accepted by ACE Agent and earlier have been placed in queue by an agent.
- Lost contacts
- Number today. In this total emails that have been ended via Interaction View in ACE Agent are included, as they have been in the queue.
- Abandoned contacts
- Number today.
- Escalated contacts
- Number of contacts during the day, which:
- have been escalated by the routing to another queue/waiting list in the same organisation area,
- have been escalated by the routing to another organisation area,
- have been escalated by the routing to an external number (only calls via IVR),
- have been escalated by the routing to an external email address (only email),
- have returned to the IVR at the customer’s initiative (only calls via IVR; note that customers accepting offer for callback and consequently leaving the queue are counted as escalated),
- have been retrieved to queue because the assigned agent has not answered the contact. These contacts will be rerouted to queue.
Includes calls where routing has been interrupted.
- Estimated queue time (EQT)
- As on the Overview tab.
- Average queue time
- Average value for queue time calculated for those calls that have so far been answered from the current queue/waiting list.
- Ready (Agents)
- Paused (Agents)
- In Wrap-up (Agents)
- In contact (Agents)
- Total no. of agents
- As on the Overview tab.
- Service level 1
- Service level 2
- Specified in percent. The proportion of contacts handled today that fulfilled service levels 1 and 2. Only contacts that have been served are included, not those that have been lost or abandoned.
- Threshold, Service level 1
- Threshold, Service level 2
- Which thresholds apply is configured globally or per queue in ACE Admin. An information icon
indicates that the service level is configured for a specific queue.
The thresholds express waiting time; for calls, callback records and chat in a specified number of seconds and for emails in minutes. Service levels are not used for campaign calls.
- Longest queue time
- The queue time for the call that at the moment has the longest queue time.
- Total (Reserve)
- The sum of all status variants below.
- Ready (Reserve)
- The number of Ready agents with possibilities to service the queue but at the moment logged out from the queue.
- In contact (Reserve)
- The number of agents in call or handling email with possibilities to service the queue but at the moment logged out from the queue.
- In wrap-up (Reserve)
- The number of agents in wrap-up with possibilities to service the queue but at the moment logged out from the queue.
- Paused (Reserve)
- The number of paused agents with possibilities to service the queue but at the moment logged out from the queue.