##### Example Customer Views

# Queues and Routing Points

Customer views are views of your contact center. The following example views are available for Queue Groups, ACD Queues, Routing Queues, Virtual Queues, Routing Point Groups, Routing Points, and Virtual Routing Points:

### Status and 15 Minutes / Hourly / Daily

Statistic Group | Statistic Long Name | Short Name | Description
Status1 | Calls in Queue | Calls | Number of live or virtual voice interactions currently waiting on a queue or at a Routing Point. When applied to a Queue Group, the total number of interactions waiting on all queues in the group. Statistic Type: CurrNumberWaitingCalls
Estimated Wait Time | Est Wait | Estimate of the amount of time, in seconds, that the last interaction to enter a queue or Routing Point waited before it was distributed to an agent, another queue, or another Routing Point. Statistic Type: ExpectedWaitTime
Maximum Wait Time | Max Wait | Age of the oldest live or virtual voice interaction currently on a queue or at a Routing Point. When applied to a Queue Group, the maximum wait time across all the queues in the group. Statistic Type: CurrMaxCallWaitingTime
15 Minutes Hourly Daily | Service Factor | Service Factor | Empirical ratio that can be used to measure the performance of a queue and/or Routing Point. Notes: The calculation formula yields results other than 0 only for “final” queues and/or Routing Points—that is, queues and/or Routing Poinst from which calls are intended to be distributed directly to agents. This statistic is not designed to be used for intermediate queues or Routing Points, such as those designed primarily to distribute calls to other queues or Routing Points. The calculation formula also requires two separate thresholds to be set while requesting this statistic; the value of these thresholds greatly influences the value of the statistic. It is your responsibility to set meaningful thresholds, and to apply this statistic to “valid” queues/Routing Points. Statistic Type: ServiceFactor1
Distributed | Dist | Total number of unique voice interactions, whether virtual or live, distributed from a specified queue or Routing Point. Note: Stat Server counts each distributed call only once, even if an interaction is distributed from a queue, Routing Point, or group of queues more than one time. When applied to a Queue Group, the sum of all such interactions for all queues in the group. Note: Redirected interactions are not included in the count for distributed interactions. Statistic Type: Total_Calls_Distributed
% Distributed | % Dist | Percentage of live or virtual voice interactions distributed from a queue or Routing Point relative to the number of interactions distributed and abandoned from that same queue or Routing Point. When applied to a Queue Group, the percentage of voice interactions distributed from all the queues in the group, relative to the total number of voice interactions abandoned and distributed from that group. Statistic Type: DistribCallsPercentage
Average Distribution Time | Avg Dist | Average amount of time that a live or virtual voice interaction waits on a specified queue or at a specified Routing Point before being distributed. When applied to a Queue Group, the average wait time before interaction distribution from any queue or Routing Point belonging to the specified group. Note: If an interaction appears on the specified object (queue or Routing Point) several times during the life cycle of the interaction, all successful distributions of that interaction are counted (if the DistinguishByConnectionID attribute is not set). Statistic Type: AverDistribCallTime
Abandoned | Aband | Total number of virtual or live voice interactions abandoned on a specified queue or Routing Point if a caller hangs up while waiting on that queue or at that Routing Point or if the customer line is dropped for any reason. The total number of transitions from a Queued state to a NULL state when a party was abandoned from a specified queue or Routing Point. Note: Stat Server counts a specific interaction that was abandoned on more than one queue or Routing Point only once. Statistic Type: Total_Calls_Abandoned
% Abandoned | % Aband | Percentage of live or virtual voice interactions abandoned on a specified queue or at a specified Routing Point relative to the total number of calls abandoned on, or distributed from, that queue or Routing Point during the same period of time. When applied to a Queue Group, the percentage of abandoned voice interactions on all the queues in the group, relative to the total number of calls abandoned on, or distributed from, the specified group of queues. Note: If a voice interaction appears on the queue or Routing Point several times during the life cycle of the interaction, all successful distributions of that interaction are counted (if the DistinguishByConnectionID attribute is not set). Statistic Type: AbandCallsPercentage
Average Abandoned Time | Avg Aband | Average amount of time that callers wait on a specified queue or at a specified Routing Point before hanging up. When applied to Queue Groups, the average amount of time that customers wait on the queues in the specified group before abandoning their calls. Note: Abandoned calls do not include calls abandoned while ringing. Abandoned time includes only the portion of the time that the call spends on the specified object (Queue or Routing Point) before being abandoned at that object. If a call appears on the specified object several times during the life cycle of the call, only the time of the last appearance is used in the time calculation. Statistic Type: AverAbandCallTime

Note:

1 Not included in the Hourly Performance and Daily Performance View Templates.