Queue Activity Report

The Queue Activity Report displays summarized information of chats per queue (e.g., Presented and Handled).

The procedure below describes how to generate a Queue Activity Report.

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To generate Queue Activity report:

Open the Queue Activity Report page (Reports > Interaction Center Reports > Chat Reports > Queue Activity Report); the following appears:

Select the appropriate filter fields to generate your report:

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Interval: Defines how the report's date intervals are segmented. Select the check-box to reveal a drop-down list of predefined time periods, based on the customer's end date ("Date To"):

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Last Day: Displays data from the past day, segmented by hours.

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Last Week: Shows data from the previous week, separated by days.

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Last Month: Presents data from the previous month, categorized by weeks.

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Last Year: Displays data from the last year, organized by months.

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Date From: Defines this report for a specific date/time range.

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Date To: Defines this report for a specific date/time range.

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Queue Name: Defines information that is related to a specific queue name or ‘Any’ to show statistics for all call queues.

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Interaction Type: Defines if the interaction is a webchat or an SMS or both (All).

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Timezone Display Mode: Defines this report in a different time zone.

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Tenant time zone: Defines the information in this report based on the tenant configured time zone.

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Flow time zone: Defines the information in this report based on the time zone configured under the Telephony Setting settings.

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Local time zone (Web): Defines the information in this report on the browser local time zone.

The following is a description of the report fields.

Field	Description
Queue Name	Defines the queue to which the chat is queued.
Chats Presented	Defines the number of chats routed to the queue, regardless of whether a Worker replied.
Chats Handled	Defines the number of chats that are handled by this Queue. A chat is handled if a customer is connected to a Worker while queued for this Queue.
Max. Handle Time	Defines the longest handle time of any chat that the queue handled by the Worker.
Avg. Handle Time	Defines the average handle time for all chats that the queue handled by the Worker.
Avg. Queue Time	Defines the average queue time for all chats routed to the Queue.
Max. Queue Time	Defines the longest queue time of any one chat that was routed to the Queue.
Avg. Answer Speed	Defines the Average Answer Speed (total queue time / chats handled).

Click Generate to generate the report; click Export CSV to export the report in CSV format.