In Custom Report, data of each Comm100 product is organized into multiple datasets. Each dataset contains a subset of metrics and attributes that can be used to build reports.
This article introduces the Queue Session dataset which is the only dataset available in Queue Management.
Queue Session Metrics
Metric | Definition | Supported Aggregator |
No-show | The number of queue sessions during which the queued customer is marked as a no-show after being summoned, either by configured time or manually marked as a no-show by agents. | Count |
No-show Rate | The percentage of no-show queue sessions to all queue sessions. | Percentage |
Queue Session | The number of queue sessions occurred. A queue session is created when a customer joins the queue. | Count |
Removed | The number of queue sessions during which the customers in the waiting list are removed by the agent before being summoned. | Count |
Served | The number of queue sessions during which the customer gets served by an agent. | Count |
Served Rate | The percentage of served queue sessions to all queue sessions. | Percentage |
Serve Time | The time it takes for an agent to complete a queue session service. The time is from when the customer is marked as Arrived to the time when the service ends. | Average, Maximum, Sum, Minimum |
Summoned | The number of queue sessions during which the customer gets summoned by the agent. | Count |
Wait Time | The time from when the customer joins the queue to the time when they are marked as Arrived to get served. | Average, Maximum, Sum, Minimum |
Wait Time from Joined to Summoned | The time from when the customer joins the queue to the time when they are summoned. | Average, Maximum, Sum, Minimum |
Wait Time from Summoned to Arrived | The time from when the customer gets summoned to the time when they are marked as arrived for serving. | Average, Maximum, Sum, Minimum |
Queue Session Attributes
Attribute | Description |
Queue | The queue that the queue session stems from. |
Serve Agent | The agent that serves the queue session. |
Service Type | The Service Type that the customer selected when joining the queue. The dropdown list. |
Status | The queue session status. The sub-options include Served, No-show, and Removed. |
Arrive Time | The time when the customer was marked as arrived. The sub-options include By day, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, Quarter of the year. |
Join Time | The time when the customer joined the queue. The sub-options include By day, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, Quarter of the year. |
End Time | The time when the queue session service ended. The sub-options include By day, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, Quarter of the year. |
No-show Time | The time when the customer was marked as a no-show. The sub-options include By day, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, Quarter of the year. |
Summon Time | The time when the customer was summoned to get service. The sub-options include By day, By week, By month, By quarter, By year, Hour of the day, Day of the week, Day of the month, Month of the year, Quarter of the year. |