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Hi everyone,

Need help understand a report.  Please see attached photo of the analytics page in question.

Report: Queue Interactions Summary

Background Info:  In this report I am looking at our voicemail queue summary. 

New in Queue: How is this different from Entered?  If someone leaves a voicemail, would it not be new in queue?  Are they only looking at new phone numbers that are entered in for the first time?
Entered: How is this different from New in Queue?  Can voicemails from the previous day enter the queue the next day?
Waiting in Queue: If this report is looking at one day, does waiting in queue mean that 8 voicemails were left in the queue at the end of the day?
Accepted: I think this is pretty self explanatory.  Number of voicemails listened to / handled.


Thank you in advance for any advice!

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Drew Vance
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Hi Drew,  the way I understand if a call Enters the queue in one time interval but isn't cleared (e.g. accepted or diverted) during that same time interval it will then be counted again in the next time interval. New in Queue only counts items if they initially entered the queue during that time period. So in your example calls that Entered the queue one day and were still outstanding the following day would be counted once for each day but New in Queue would only count the  call where it originally entered the queue. I hope that makes sense?




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Matthew Grant
------------------------------

Original Message:
Sent: 01-23-2023 07:55
From: Drew Vance
Subject: Help Understanding Report - 8x8 Analytics for Contact Center

Hi everyone,

Need help understand a report.  Please see attached photo of the analytics page in question.

Report: Queue Interactions Summary

Background Info:  In this report I am looking at our voicemail queue summary. 

New in Queue: How is this different from Entered?  If someone leaves a voicemail, would it not be new in queue?  Are they only looking at new phone numbers that are entered in for the first time?
Entered: How is this different from New in Queue?  Can voicemails from the previous day enter the queue the next day?
Waiting in Queue: If this report is looking at one day, does waiting in queue mean that 8 voicemails were left in the queue at the end of the day?
Accepted: I think this is pretty self explanatory.  Number of voicemails listened to / handled.


Thank you in advance for any advice!

------------------------------
Drew Vance
------------------------------

That makes total sense Matthew!!  Thank you for helping clarify!

------------------------------
Drew Vance
------------------------------

Original Message:
Sent: 01-24-2023 00:10
From: Matthew Grant
Subject: Help Understanding Report - 8x8 Analytics for Contact Center

Hi Drew,  the way I understand if a call Enters the queue in one time interval but isn't cleared (e.g. accepted or diverted) during that same time interval it will then be counted again in the next time interval. New in Queue only counts items if they initially entered the queue during that time period. So in your example calls that Entered the queue one day and were still outstanding the following day would be counted once for each day but New in Queue would only count the  call where it originally entered the queue. I hope that makes sense?




------------------------------
Matthew Grant

Original Message:
Sent: 01-23-2023 07:55
From: Drew Vance
Subject: Help Understanding Report - 8x8 Analytics for Contact Center

Hi everyone,

Need help understand a report.  Please see attached photo of the analytics page in question.

Report: Queue Interactions Summary

Background Info:  In this report I am looking at our voicemail queue summary. 

New in Queue: How is this different from Entered?  If someone leaves a voicemail, would it not be new in queue?  Are they only looking at new phone numbers that are entered in for the first time?
Entered: How is this different from New in Queue?  Can voicemails from the previous day enter the queue the next day?
Waiting in Queue: If this report is looking at one day, does waiting in queue mean that 8 voicemails were left in the queue at the end of the day?
Accepted: I think this is pretty self explanatory.  Number of voicemails listened to / handled.


Thank you in advance for any advice!

------------------------------
Drew Vance
------------------------------