Omnia Admin Reports: Queue Activity

Alert: Access to this Report:

• Access to this report is based on your user role. You may not be able to access and view a specific report and all of its features if your role does not permit it.

1. Navigate to the Reports Section:

• Go to the Admin Portal and sign in.
• Click the Reports tab to expand it.
• Select Queues, then Queue Activity.

2. Understanding the Queue Activity Graph:

• The Queue Activity graph provides a visual representation of the queue performance over a selected period. The graph includes data points for:
  • Complete: The number of completed calls.
  • Abandoned: The number of abandoned calls.
  • Refused: The number of refused calls.

3. Selecting Queues:

• Use the dropdown menu to select the queue you want to view.

4. Quick Filters:

• You can quickly filter records by date using the buttons at the top of the page:
  • Last 10 Days
  • Last 30 Days

5. Accessing Filter Settings:

• Click the Filter button to open the filter settings.

6. Selecting Date and Time Range:

• Use the calendar to pick start and end dates and times.

• Alternatively, choose from quick filters like: Last week, Last month. Last 3 months, Last 6 months, Last year.

• After setting your desired filters, click OK to apply them and update the graph.

7. Selecting Queues:

• Use the dropdown menu to select the queue you want to filter.

8. Selecting Distribution:

• Choose how to distribute the data:
  • Daily
  • Monthly
  • Hourly

9. Filtering by Additional Criteria:

• You can further filter the records by additional criteria:
  • User: Select specific users.
  • Tag: Enter a specific tag to filter by.

10. Selecting Secondary Metrics:

• Choose a secondary metric to compare:
  • Abandon Rate
  • Another Queue (select the secondary queue from the dropdown menu.)
  • Answered Under 30
  • Outbound Complete
  • Queue Exits
  • Talk Time / Wait Time
• After setting your desired filters, click Update to apply them and update the graph.

11. Reset Filters:

• Click the Reset button to remove all applied filters.

12. Queue Activity Graph:

• The Queue Activity graph provides a visual summary of queue performance over time.

Key Components:

1. Y-Axis (Calls): Number of calls.
2. X-Axis (Date): Timeline of call activity.

Legend:

• Complete (Blue): Successful calls.
• Abandoned (Green): Calls not completed by the caller.
• Refused (Red): Calls not accepted by the system.

13. Hovering Over Data Points:

• When you hover over a data point, a tooltip appears showing detailed information about that specific point, including the date and the number of completed, abandoned, and refused calls.

14. Use the Legend to Filter Metrics:

• Click on any metric in the legend to remove it from the view.
• This feature allows you to focus on specific metrics by filtering out the others.

15. Viewing Additional Metrics:

• Below the graph, additional metrics are available for detailed analysis:
  • Completed: Total number of completed calls. Click Total, Avg, or % to switch views.
  • Abandoned: Total number of abandoned calls. Click Total, Avg, or % to switch views.
  • Refused: Total number of refused calls. Click Total, Avg, or % to switch views.
  • Talk Time: Total and average talk time for calls.
  • Wait Time: Total and average wait time for calls, including shortest and longest wait times.
  • Transfers: Total number of attended and blind transfers. Click Total, Avg, or % to switch views.
  • Total Inbound: Total and percentage of inbound calls, including unique inbound calls.
  • Exits: Total number of call exits by timeout or key press. Click Total, Avg, or % to switch views.
  • Callbacks: Total, successful, and failed callback attempts. Click Total, Avg, or % to switch views.

16. Accessing the Inbound Heatmap:

• Scroll below the additional metrics to find the Inbound Heatmap.

17. Selecting a Date Range:

• Use the buttons at the top to select a date range, such as Last 6 Months or Last 1 Year.

18. Understanding the Heatmap:

• The heatmap displays the total number of inbound calls over the selected period.
• The color gradient indicates call volume:
  • Light yellow: 0 - 5 calls
  • Light orange: 5 - 9 calls
  • Orange: 9 - 14 calls
  • Dark orange: 14 - 18 calls
  • Red: 18 - 22 calls

19. Interactive Heatmap:

• Hover over a specific date to view the total inbound calls for that day

20. Filtering Heatmap Data:

• Click on the numbers in the heatmap legend to remove those data points from the view.