Reference: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
The performance view for Queues is used to view real-time and historical metrics, such as service
level %, abandon %, customers waiting, and active agents in Genesys Cloud CX Performance menu.
The performance view for Queues is a view that shows various metrics and details related to queue
performance and activities in Genesys Cloud CX. The performance view for Queues can help you
measure and improve various aspects of your queue performance and activities, such as:
Service level
Abandon rate
Average speed of answer
Average handle time
Interaction volume
The performance view for Queues is used to view real-time and historical metrics, such as service
level %, abandon %, customers waiting, and active agents because:
Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and
flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu . You
can see the current values of various metrics, such as service level %, abandon %, customers waiting,
and active agents.
Historical metrics are metrics that show the past data for agents, queues, skills, interactions, and
flows. Historical metrics are stored every 10 minutes in Genesys Cloud CX Performance menu . You
can see the historical values of various metrics by using the date filter or the pre-set day filter.
Service level % is a metric that shows the percentage of interactions that were answered within a
target time threshold during a specified period of time. Service level % can help you measure the
quality and efficiency of your queue performance and activities. You can see the real-time and
historical service level % of a queue in the performance view for Queues.
Abandon % is a metric that shows the percentage of interactions that were abandoned by the
customer or caller before reaching an agent during a specified period of time. Abandon % can help
you measure the quality and efficiency of your queue performance and activities. You can see the
real-time and historical abandon % of a queue in the performance view for Queues.
Customers waiting is a metric that shows the number of customers or callers who are currently
waiting in a queue to be connected to an agent. Customers waiting can help you measure the
demand and capacity of your queue performance and activities. You can see the real-time customers
waiting of a queue in the performance view for Queues.
Active agents is a metric that shows the number of agents who are currently logged in to Genesys
Cloud CX and are available to handle interactions in a queue. Active agents can help you measure the
availability and productivity of your queue performance and activities. You can see the real-time
active agents of a queue in the performance view for Queues.
Reference: https://help.mypurecloud.com/articles/performance-dashboards-overview/
https://help.mypurecloud.com/articles/queues-views-overview/
