For reporting purposes, general real-time and historical service metrics treat virtual calls as if they were regular inbound calls waiting in the physical queue. Calls that select the Virtual Queue (VQ) option are counted as Queued. Successful callbacks (i.e., answered by customers and connected to agents) are counted as Answered, while unsuccessful callbacks (unanswered, busy, or answered but abandoned before being connected to agents) are counted as Abandoned in Queue.
In addition, both real-time and historical reporting functions provide a number of metrics that focus specifically on the VQ functions.
To illustrate such reporting metrics and functions, consider the following example situation, in which 100 customers have called a service since the start of the day up to the present moment.
40 of those customers have selected the VQ option.
Of those 40,
- 25 answered callbacks and were connected to agents.
- 1 answered the callback but hung up before being connected to an agent.
- 3 did not answer when called back.
- 1 was busy when called back.
- 10 are still waiting for a callback at the present moment.
60 of those customers have selected to remain on the line.
Of those 60,
- 40 were connected to agents.
- 12 abandoned their call attempts after waiting for a while in the queue.
- 8 are still waiting in the queue at the present moment.
This example situation would generate the following metrics and reports.
Real-Time Service Metrics View
For this example, the real-time service metrics view will show the following numbers for this service (only the relevant metrics are listed):
- IN Received = 100
- IN Queued = 100
- IN Queue Abandoned = 17 [3+1+1+12]
- IN Handled = 65 [25+40]
- IN ASA = (sum of wait times of the 65 answered calls) / 65
- IN Waiting = 18 [10+8]
- IN Max Wait = current waiting time of the longest of the 18 calls currently waiting in queue
- CB Requested = 40
- CB Waiting = 10
For the formal definitions of the above real-time metrics, see the Bright Pattern Contact Center Supervisor Guide, section List of Service Metrics.
Historical Service Metrics
Continuing this example, assume that all of the live and virtual calls that were waiting in the queue were eventually connected to agents and that no other calls were made to the service on that day.
The historical Service Metrics Report for that day will show the following numbers for this service (only the relevant metrics are listed):
- Number of Calls Received = 100
- Queued = 100
- Abandoned = 17 [3+1+1+12]
- Abandonment Time = (sum of time in queue of the 17 abandoned calls) / 17
- Answered = 83 [25+40+10+8]
- Average Speed of Answer = (sum of wait times of the 83 answered calls) / 83
Historical Virtual Queue Report
The historical Virtual Queue Report for that day will show the following numbers for this service:
- Callbacks Requested = 40
- Callbacks Requested Ratio = 40% [40/100]
- Callbacks Busy = 1
- Callbacks Busy Ratio = 2.5% [1/40]
- Callbacks No Answer = 3
- Callbacks No Answer Ratio = 7.5% [3/40]
- Callbacks Answered = 35
- Callbacks Answered Ratio = 87.5% [35/40]
- Average Wait Time to Callback = (sum of time in queue of the 40 virtual calls) / 40
- Average Callback Dialing Time = (sum of dialing times of the 35 answered callbacks) / 35
- Average Agent Answer Time = (sum of connection times of the 35 answered callbacks) / 35
- Callbacks Abandoned = 1 [1/40]
- Callbacks Abandoned Ratio = 2.5%