Create a report to show the number of interactions in each queue (App)

This article explains how to create a report to show the number of interactions in each queue in App.

Overview

This guide describes how to create a report that shows the number of interactions in each of your queues for a given period of time, along with the average handle time of the interactions in the queue. 

Note: For a more detailed guide on how to create a report like this, check out: Tutorial: Groups, filters, and functions in reports (App)

See the screenshot below for an example of the completed report. Continue reading this section for steps on how to create the report.

This report is useful when you want to get a broad sense of how many interactions each queue handles and how long it takes for an interaction to go from open to wrap up.

Steps

1. Log into App at app.avaya.cx.

2. Navigate to Analytics.

3. Click the New Report button in the top-right corner of the screen.

4. Provide a name for the report in the pop-up modal and choose the Interaction data source.

5. Click the Save button to create the report.

Once you’ve created the report, you can configure columns, groups, and filters to show how many interactions are in each queue and the average handle time.

6. Click the Groups tab.

• For more information about groups, see: Tutorial: Groups, functions, and filters in reports.

7. Search for the Queue Name field and select it.

8. After selecting Queue Name, click the tool icon in the top-right corner of the screen to preview the report.

9. The report will retrieve a list of every queue that’s ever handled an interaction. 

10. Next, click Columns. Then, search for the Interaction Id field and select it.

11. Click the gear icon next to the Interaction Id field in the left sidebar. In the dropdown menu, select Count (under Aggregates). This applies a count function to the field that counts all of the interactions in each queue.

12. Click Apply.

13. Click the tool icon again (like in step 8) to preview the interaction count per queue name.

14. In the column search box, search for the Handle Time column. Then, select it.

15. Click the gear icon next to the Handle Time column and select Average - Time (under Aggregates).

16. Click Apply.

17. Click the tool icon again (like in steps 8 and 13) to preview the results of the report.

18. Click the Save button to save the report.