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This document provides comprehensive instructions for accessing and interpreting the Queue Activity Report within the Omnia Admin Portal. It includes detailed steps for navigating to the report, filtering data by various criteria, understanding the key metrics and visual representations, and utilizing additional features like the Inbound Heatmap. This guide is essential for administrators to monitor and analyze queue performance effectively, ensuring optimal management and operational efficiency 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.

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Accessing Queue Activity

  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.

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Viewing Queue Activity Records

  1. 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.

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Filtering Queue Activity Records

  1. Selecting Queues:
  • Use the dropdown menu to select the queue you want to view.
  1. Quick Filters:
  • You can quickly filter records by date using the buttons at the top of the page:
    • Last 10 Days
    • Last 30 Days
  1. Accessing Filter Settings:
  • Click the Filter button to open the filter settings.
  1. 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.
  1. Selecting Queues:
  • Use the dropdown menu to select the queue you want to filter.
  1. Selecting Distribution:
  • Choose how to distribute the data:
    • Daily
    • Monthly
    • Hourly
  1. 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.
  1. 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.
  1. Reset Filters:
  • Click the Reset button to remove all applied filters.

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Understanding the Queue Activity Graph

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

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Key Components:

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

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Legend:

  • Complete (Blue): Successful calls.
  • Abandoned (Green): Calls not completed by the caller.
  • Refused (Red): Calls not accepted by the system.
  1. 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.
  1. 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.

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Viewing Additional Metrics

  1. 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.

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Viewing the Inbound Heatmap

  1. Accessing the Inbound Heatmap:
  • Scroll below the additional metrics to find the Inbound Heatmap.
  1. Selecting a Date Range:
  • Use the buttons at the top to select a date range, such as Last 6 Months or Last 1 Year.
  1. 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
  1. Interactive Heatmap:
  • Hover over a specific date to view the total inbound calls for that day
  1. Filtering Heatmap Data:
  • Click on the numbers in the heatmap legend to remove those data points from the view.