Queues view
Depending on the configuration of your Puzzel Digital Engagement solution and the area of interest marked in it, agents can be working in one or more queues/groups based on their competence. For example, a site can have different Queues/Groups for Sales,marketing, and Support and an agent could have logged on to both sales and marketing queues. In the aggregate bar you can view SLA for 30 seconds, 1 min and 2 mins that suggests how many people received help within that time frame. The data also displays Avg wait time that implies customers received help under 35 secs.
| Metrics | Definition |
|---|---|
| Requests | Number of visitors that entered the queue [transfers not included] |
| Dialogs (% of requests) | Number of dialogs selected from queue [transfers not included]. The percentage of visitors that got help. |
| SLA 30 sec, 1 min and 2 min | Number of visitors selected from the queue within the given timeframe |
| Avg wait time | Average wait time of a visitor from the time they entered the queue to being selected by an agent |
| Trans. ( transferred) | Number of visitors who has been in a dialog but has been transferred to another group/queue. Note that a dialog transferred will count as two dialogs |