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Metrics and Attributes for Queue

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.