What is Queue Analytics? #

Queue Analytics is an additional module for ISI Analytics that provides call center-like customer experience and employee productivity metrics, without the complexity and expense of traditional contact center solutions. If your organization struggles to identify who called, how it was handled, or what happened, you need ISI’s Queue Analytics.

Getting Started #

This document provides the instructions for configuring Queue Analytics for a Microsoft Teams Connector.  Before you begin, please ensure you have the following:

1. Credentials to ISI Analytics
2. The “Queue Admin” or “Queue Manager” Role assigned to your user
3. At least one Queue configured in Microsoft Teams
4. A Microsoft Teams Connector with Queue Analytics Enabled

License a Queue for Queue Analytics #

1. Login to ISI Analytics
2. Once logged in, browse to the Connectors page by clicking the Connector menu option from the navigation bar.
   
3. Edit your Microsoft Teams Connector by clicking the pencil icon to the right of the name.
4. Browse to the Queues tab.
   
5. The Queues tab will show you all the queues configured in your Microsoft Teams environment. Use the Sync Queues button if the list is empty.
   
6. Select the queues using the check box, then press the Enable Queues button.
   
7. The Status and Queue Licensing will be updated to show the newly licensed queues.
   

Queue Configuration #

The Queue Configuration screens allow you to setup Basic Information like display name, Queue Access, or Thresholds.  Begin by editing your Queue by clicking the pencil icon to the right of the name.

Basic Information #

Input the following information:

• Queue Name: Uneditable. The name of the Queue defined in Microsoft Teams.
• UPN: Uneditable. The User Principal Name defined in Microsoft Teams.
• Display Name: A friendly name used in dashboards and reporting that is different from the Queue Name configured in Microsoft Teams.
• Queue Hours: The time that the queue is staffed. This is used when “Current Queue Period” is selected in the dashboard. This is helpful if your queue runs overnight hours, such as 8p to 5a.
• Time Zone: The Time Zone that the Queue operates in.
• Service Level: Is a key performance indicator that measures the percentage of calls answered within a specified threshold of time.

Queue Access #

There are three roles that can be assigned to users.  Roles are defined in directory configuration.

• Queue Admin: The user has access to all queues, configuration options, dashboards, and reports.
• Queue Manager: The user must be added to the Queue Access user list.  The user has access to specific queues configuration options, dashboards, and reports.
• Agent: The user must be added to the Queue Access user list.  The user can only access dashboards.

1. To add a Queue Manager or Agent click
2. The Add User dialog opens.  Use the drop down to select a User.  Typing in the box filters the results.
   
3. When all Users have been selected, click Add.

Thresholds #

Thresholds are used to indicate when a metric has reached a Warning or Critical state.

1. Add a Threshold by clicking
2. A new row will be added to the Threshold list.  The red warning indicates that not all fields have been entered.  Multiple Thresholds may be added to the same Queue.
   
3. After filling in all required information click the Save button.
   

The full list of Queue and Agent Metrics definitions can be found here.