Real-time queue conditions and queue groups
IVR Routing supports both queue conditions and queue group conditions. Queue group queue conditions are defined differently than queue conditions. Between reporting queue groups and virtual queue groups, however, there are some differences between how the queue conditions stats are calculated. The following table outlines how queue condition statistics are applied to reporting and virtual queue groups.
| Queue condition statistic | Reporting Queue Group definition | Virtual Queue Group definition |
|---|---|---|
| Agents Available | The sum of the available agents in all member queues | The number of available agents found in the first Online queue |
| Agents Idle | The sum of the idle agents in all member queues | The number of idle agents found in the first Online queue |
| Agents Unavailable | The sum of the unavailable agents in all member queues | The number of unavailable agents found in the first Online queue |
| Average Time to Abandon | The sum of the duration of the abandons divided by the sum of the abandons from all queues in the group | |
| Average Time to Answer | The sum of the answer duration of the calls divided by the sum of the calls answered from all queues in the group | |
| Call Load | The sum of Calls Waiting in all queues in the group divided by the sum of Agents Available in all queues in the group | The sum of the Calls Waiting in all queues in the group divided by the number of Agents Available in the first Online queue |
| Expected Wait Time |
If there are agents available, the expected wait time is the average talk time for the queues in the group multiplied by Calls Waiting in all Queues in the group, divided by all Available Agents in the group If there are no agents available, the Expected Wait Time is the sum of the answer duration of the calls divided by the sum of the calls answered from all queues in the group |
If there are agents available, the expected wait time is the average talk time for the queues in the group multiplied by Calls Waiting in all queues in the group, divided by the Available Agents in the first Online queue in the group If there are no agents available, the Expected Wait Time is the sum of the answer duration of the calls divided by the sum of the calls answered from all queues in the group |
| Last Queue Update Received | The last queue update received from any queue in the queue group | |
| Longest Wait Time | The longest time that a call has been waiting in all of the queues in the queue group | |
| Number of Calls Waiting | The sum of the number of calls waiting in each member queue of the queue group | |
| Path DND | Checks if any member of the group is in Do Not Disturb | |
| Service Level | The service level of the queue group | |
| Queue condition statistic | Reporting Queue Group definition |
|---|---|
| Agents Available | The sum of the available agents in all member queues |
| Agents Idle | The sum of the idle agents in all member queues |
| Agents Unavailable | The sum of the unavailable agents in all member queues |
| Average Time to Abandon | The sum of the duration of the abandons divided by the sum of the abandons from all queues in the group |
| Average Time to Answer | The sum of the answer duration of the calls divided by the sum of the calls answered from all queues in the group |
| Call Load | The sum of Calls Waiting in all queues in the group divided by the sum of Agents Available in all queues in the group |
| Expected Wait Time |
If there are agents available, the expected wait time is the average talk time for the queues in the group multiplied by Calls Waiting in all Queues in the group, divided by all Available Agents in the group If there are no agents available, the Expected Wait Time is the sum of the answer duration of the calls divided by the sum of the calls answered from all queues in the group |
| Last Queue Update Received | The last queue update received from any queue in the queue group |
| Longest Wait Time | The longest time that a call has been waiting in all of the queues in the queue group |
| Number of Calls Waiting | The sum of the number of calls waiting in each member queue of the queue group |
| Path DND | Checks if any member of the group is in Do Not Disturb |
| Service Level | The service level of the queue group |