Queue Performance Details (Genesys Cloud (PureCloud)-OOTB Dashboard)

Owned by Arielle Kaye Odeste
Nov 15, 2021
1 min read

Overview / Description

The Queue Performance Details Dashboard provides details around the performance of queues in the contact center. It is designed to be used within the PureCloud user interface.

Viewer

This section covers Queue Performance Details for Viewer access.

Creator

This section covers Queue Performance Details for Creator access.

Datablocks used:

Measures and Measure Groups used:

  • Predefined Measures

    • nOffered Count

    • nTransferred Count

    • tAbandon Count

    • tAnswered Count

    • tWait Count

  • Custom Measures

    • Average handle time

    • Average talk time

    • Average hold time

    • Average ACW time

    • Grade of Service

    • Average speed of answer