What is Queue Analytics? #

Queue Analytics is an additional module for ISI Analytics that provides call center-like customer experience and employee productivity metrics, without the complexity and expense of traditional contact center solutions. If your organization struggles to identify who called, how it was handled, or what happened, you need ISI’s Queue Analytics.

Getting Started #

This document provides the instructions for configuring Queue Analytics for a Webex Connector.  Before you begin, please ensure you have the following:

1. Credentials to ISI Analytics
2. The “Queue Admin” or “Queue Manager” Role assigned to your user
3. At least one Queue configured in Webex Control Hub
4. The Queue Analytics Service App Authorized in Webex Control Hub
5. A Webex Connector with Queue Analytics Enabled

License a Queue for Queue Analytics #

1. Login to ISI Analytics
2. Once logged in, browse to the Queues & Hunt Groups page, under Administration by clicking the option from the navigation bar.
   
3. The Queues & Hunt Groups tab will show you all the queues configured in your Microsoft Teams environment. Use the button if the list is empty.
   
4. Select the queues using the check box, then press the Enable button.
   
5. The Status and Queue Licensing will be updated to show the newly licensed queues.
   

Queue Configuration #

The Queue Configuration screens allow you to setup Basic Information like Display Name, Time Zone, or Thresholds.  Begin by editing your Queue by clicking the pencil icon to the right of the name.

Basic Information #

Input the following information:

• Queue Name: Uneditable. The name of the Queue defined in Webex.
• Phone Number/Extension: Uneditable. The Phone Number or Extension defined in Webex.
• Display Name: A friendly name used in dashboards and reporting that is different from the Queue Name configured in Webex.
• Queue Hours: The time that the queue is staffed. This is used when “Current Queue Period” is selected in the dashboard. This is helpful if your queue runs overnight hours, such as 8p to 5a.
• Time Zone: The Time Zone that the Queue operates in.
• Service Level: Is a key performance indicator that measures the percentage of calls answered within a specified threshold of time.

Thresholds #

Thresholds are used to indicate when a metric has reached a Warning or Critical state.

1. Add a Threshold by clicking
2. A new row will be added to the Threshold list.  The red warning indicates that not all fields have been entered.  Multiple Thresholds may be added to the same Queue.
   
3. After filling in all required information click the Save button.
   

The full list of Queue and Agent Metrics definitions can be found here.