Stay organized with collections
Save and categorize content based on your preferences.
With the Queue Interval Dashboard Calls and Queue Interval Dashboard
Chats dashboards,
see how successfully queues are meeting service level agreement (SLA) targets over 30-minute
intervals for a full day. See the total number of calls handled, handle times, and abandoned
contacts by interval.
You can do trend analysis by regularly exporting and monitoring data to verify
that SLAs are being met. Where queues are exceeding SLAs, you can consider
allowing agents go offline to perform other tasks, for example.
Use the dashboards
To use the dashboards, follow these steps:
In the CCAI Platform portal, click Dashboard > Advanced
Reporting. If you don't see the Dashboard menu, expand the window
horizontally until the Dashboard menu appears. The Advanced Reporting
Landing Page appears.
Click Queue Interval / Calls or Queue Interval / Chats. The dashboard appears.
Click the Date field to select a date range, and then do one of the
following:
Select a preset data range. To do this follow these steps:
Click expand_moreMore to
view all of the preset date ranges.
Click the date range that you want.
Select a custom range. To do this, follow these steps:
Click Custom.
In the Custom field, enter a start and end date for your date
range. You can type your date range or click Open calendar to select start and end dates.
Filter your results using the following fields:
Start Time and End Time: get results from only within this time
range
Queue: by queue
Direction: by the direction of the interaction
Click Update.
Tiles
These dashboards contain the following metrics tiles:
SLA by interval: displays all the 30 minute intervals from midnight to
midnight for yesterday as its default value. When your SLA is met it appears
in green. If your SLA hasn't been met it appears in red. When the time
duration picker is set to the duration of more than one day, the data is
displayed in days. You can get a more granular view of the data of a
particular day in the duration set by visualizing using the 30 minute
interval.
Service Level: displays every 30 minute gap between midnight and midnight.
The SLA is displayed in green when the business meets the SLA, and in red when
the SLA is not met.
In SLA: displays the number of 30 minute intervals that meet the SLA
Out of SLA: displays the number of 30 minute intervals that don't meet
the SLA
Queue Interactions Versus Queue Abandons by Interval: displays the total
number of interactions that entered a queue versus the number of queue
abandons. This data is shown side by side, and by time interval.
Handled Interactions by Interval: displays the total handled
interactions by interval for either calls or chats. When the time duration is
set for more than one day, it displays in days. You can click a day to see the
data in 30 minute intervals.
Table
These dashboards contain the following metrics table. Hold the pointer over a
table heading to see its description.
Queue Interval Metrics: data about queue interval performance.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-29 UTC."],[[["\u003cp\u003eThese dashboards, Queue Interval Dashboard Calls and Queue Interval Dashboard Chats, track how well queues meet service level agreement (SLA) targets over 30-minute intervals throughout a full day.\u003c/p\u003e\n"],["\u003cp\u003eThe dashboards provide detailed insights into call handling, handle times, and abandoned contacts, broken down by interval.\u003c/p\u003e\n"],["\u003cp\u003eUsers can analyze trends by exporting and monitoring data to ensure that SLAs are consistently being met, and they can adjust agent availability accordingly.\u003c/p\u003e\n"],["\u003cp\u003eDashboards allow filtering results by start/end time, queue, and interaction direction, and viewing different data like SLA by interval, service level, in/out of SLA, queue interaction vs abandons, and handled interactions.\u003c/p\u003e\n"],["\u003cp\u003eData can be viewed with 30 minute intervals, or by days when the selected date range spans more than one day.\u003c/p\u003e\n"]]],[],null,["# Queue interval dashboards\n\nWith the **Queue Interval Dashboard Calls** and **Queue Interval Dashboard\nChats** dashboards,\n\n\nsee how successfully queues are meeting service level agreement (SLA) targets over 30-minute\nintervals for a full day. See the total number of calls handled, handle times, and abandoned\ncontacts by interval.\n\nYou can do trend analysis by regularly exporting and monitoring data to verify\nthat SLAs are being met. Where queues are exceeding SLAs, you can consider\nallowing agents go offline to perform other tasks, for example.\n\nUse the dashboards\n------------------\n\nTo use the dashboards, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Advanced\n Reporting** . If you don't see the **Dashboard** menu, expand the window\n horizontally until the **Dashboard** menu appears. The **Advanced Reporting\n Landing Page** appears.\n\n2. Click **Queue Interval / Calls** or **Queue Interval / Chats**. The dashboard appears.\n\n3. Click the **Date** field to select a date range, and then do one of the\n following:\n\n - Select a preset data range. To do this follow these steps:\n\n 1. Click expand_more **More** to\n view all of the preset date ranges.\n\n 2. Click the date range that you want.\n\n - Select a custom range. To do this, follow these steps:\n\n 1. Click **Custom**.\n\n 2. In the **Custom** field, enter a start and end date for your date\n range. You can type your date range or click **Open calendar** to select start and end dates.\n\n | **Note:** The maximum date range that you can specify is 45 days. If you specify a date range of more than 45 days, the dashboard returns an error.\n4. Filter your results using the following fields:\n\n - **Start Time** and **End Time**: get results from only within this time\n range\n\n - **Queue**: by queue\n\n - **Direction**: by the direction of the interaction\n\n5. Click **Update**.\n\nTiles\n-----\n\nThese dashboards contain the following metrics tiles:\n\n- **SLA by interval**: displays all the 30 minute intervals from midnight to\n midnight for yesterday as its default value. When your SLA is met it appears\n in green. If your SLA hasn't been met it appears in red. When the time\n duration picker is set to the duration of more than one day, the data is\n displayed in days. You can get a more granular view of the data of a\n particular day in the duration set by visualizing using the 30 minute\n interval.\n\n- **Service Level**: displays every 30 minute gap between midnight and midnight.\n The SLA is displayed in green when the business meets the SLA, and in red when\n the SLA is not met.\n\n- **In SLA**: displays the number of 30 minute intervals that meet the SLA\n\n- **Out of SLA**: displays the number of 30 minute intervals that don't meet\n the SLA\n\n- **Queue Interactions Versus Queue Abandons by Interval**: displays the total\n number of interactions that entered a queue versus the number of queue\n abandons. This data is shown side by side, and by time interval.\n\n- **Handled Interactions by Interval**: displays the total handled\n interactions by interval for either calls or chats. When the time duration is\n set for more than one day, it displays in days. You can click a day to see the\n data in 30 minute intervals.\n\nTable\n-----\n\nThese dashboards contain the following metrics table. Hold the pointer over a\ntable heading to see its description.\n\n- **Queue Interval Metrics**: data about queue interval performance."]]
Open calendar to select start and end dates.
Update.