Number of calls, average and maximum wait time by queue

Every contact center wants to keep track of the time their customers have to wait before being connected to an agent.

Knowing the average wait time of a call for each queue can be essential for distributing staff.

With the help of the babelforce Geckoboard integration, you can see all this at one glance.

Here is an example dashboard. You will probably not need all of the tiles but it's good to know the different ways to show your data. In this article, we want to walk you through the setup. This way you can create your own dashboard to monitor your queue performance.

What the dashboard shows:

Average wait time by queue with Service Level 20 seconds - You will see all queues at one glance. Those that are within your defined service level (we picked 20 seconds), will show green. Average queue wait time above this goal are blue and outside the light gray area.
Average wait time and number of calls by queue - In this tile you see the same data as above but as a table. Additionally, you see how many calls your hotline reached.
Max wait time by queue - In this tile, you see the time of a call that waited longest. Be aware: this tile only shows you the maximum queue wait time by day - Geckoboard cannot show what the current maximum wait time is by queue
Average call wait time for Call Queue Sweden - Here you have an easy to read meter. As long as your average wait time is below 21 seconds, it will stay in the green. Everything above that will make the meter go into red. This is only the Swedish queue
Average call wait time for Call Queue Germany - The same as above just for the German queue
Average call wait time for Call Queue UK - This is for the UK queue

Now let's get started building this

The Geckoboard dataset

In our example, we created the following dataset in Geckoboard:

{
 "fields": {
    "waittime": {
    "type": "number",
    "name": "Wait Time in Queue",
    "optional": false
   },
 "queuename": {
    "type": "string",
    "name": "Queue Name",
    "optional": false
   }
 }
}

If you are not sure how to create a dataset with postman, read this article.

Setting up the Automation in babelforce

First, make sure you have a Trigger to tests if the call type = inbound. This Trigger usually comes with every babelforce account anyway.

And this is how you setup the Automation:

As you can see, we only send the queue wait time in case a call was bridged. This means, our dashboard specifically investigates the average wait time for customers who are able to talk to an agent. We will investigate abandoned call in another article.