Metrics and attributes for omnichannel routing queues

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The omnichannel routing queues dataset contains metrics and attributes that relate to how agents are assigned new and open tickets from email (including web form, side conversations, and API), calls, and messaging.

Consider the following when you use this dataset:

• You must be using omnichannel routing queues to use the dashboard described in this article.
• Currently, call tickets are not captured by the omnichannel routing queues dataaset.

This section lists all the available elements for the dataset, and contains the following topics:

• Queue metrics
• Queue attributes

Queue metrics

This section lists and defines all of the queue metrics available.

These metrics capture ticket interactions with a queue at the point in time the event occurs.

Metric	Definition	Calculation
Inbound traffic count	The total number of tickets that have entered a queue.	D_COUNT(Work Item ID entering the queue)
Outbound traffic count	The total number of tickets that have exited a queue.	D_COUNT(Work Item ID exiting the queue)
Net new work items traffic count	The number of newly created tickets that entered a queue.	IF [Ticket status - Unsorted] = “New” THEN [Work Item ID] ENDIF
Transferred in traffic count	The number of tickets transferred into the queue from a different queue or workflow that places a previously routed ticket back into a queue.	IF [Had previously been assigned to a custom queue] THEN [Work Item ID] ENDIF
Transferred out traffic count	The number of tickets transferred out of the queue from a different queue or workflow that places a previously routed ticket back into a queue.	IF [Had previously been assigned to a custom queue] THEN [Work Item ID] ENDIF
Queue wait time	The duration in seconds that a ticket spent in the queue.	Time ticket exited the queue - Time ticket entered the queue

Queue attributes

This section lists and defines all the queue attributes available.

Attribute	Definition
Queue ID	The ID number of a configured custom queue.
Queue name	Name of the custom queue.
Queue order	The assigned order value in which configured queues are evaluated to route any ticket.
Group ID	The ID number of a Support group that has been assigned to the custom queue.
Group name	Name of the group that has been assigned to the custom queue.
Group type	Type of queue group - Primary or Secondary.
Channel	The channel by means customers create support requests.
Work item ID	The ID number of a work item. A work item is a ticket that would be assigned to an agent for a particular channel.
Ticket ID	The ID number of the ticket.
Call ID	The ID number of a call. As calls are not currently supported, querying this attribute will yield empty results.
Inbound Reason	The reason a ticket had entered a queue.
Outbound Reason	The reason a ticket had exited a queue.
Start queue time	The time at which the ticket entered the queue.
End queue time	The time at which the ticket exited the queue.
Event time	The time at which the ticket was last processed by omnichannel routing queue activities.

Queue inbound and outbound reasons

The omnichannel routing queues dataset provides inbound and outbound reasons to show how and why a ticket entered or exited the queue.

Inbound reasons

Reason	Description
New	Describes newly created tickets entering the queue.
Transferred in	Describes tickets that have entered the queue as a result of a queue transfer or other workflows.

Outbound reasons

Reason	Description
Transferred Out	Describes tickets that have exited the queue as a result of a queue transfer or other workflows.