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  • 1.  Filter for FIRST QUEUE ( show only data for the first queue of interaction) Best practice guidance

    Posted 07-01-2024 15:01

    Can someone kindly explain under queue performance ,   what this means exactly.  The pros/cons and best practices of leaving this check marked or unselected when exporting queue data.

     Thank you in advance!

    *If you scroll all the way down in the filters it will show FIRST QUEUE ( show only data for the first queue of interaction) *


    #Reports

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    Wendy Dodson
    Sedgwick Claims Management Services, Inc.
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  • 2.  RE: Filter for FIRST QUEUE ( show only data for the first queue of interaction) Best practice guidance

    Posted 07-01-2024 16:07

    I'm not 100% sure, but I imagine it is for this use case.

    Imagine you have a sales queue, but some of the calls in the sales queue is transferred from another queue.

    When you filter the data on the Sales Queue, do you want to see just calls where Sales queue was the first queue, or include calls transferred from other queues?

    Transfers can really make things difficult to understand specific scenarios/metrics, especially when you have many queues selected, that can all have transfers to each other. So selecting First Queue only just simplifies that. 

    Think of prioritization, we prioritize internal transfer calls, so when measuring ASA it makes more sense for us to only look at when it is the first queue, ie not internal transfer, as that may skew the results to be lower than what customers actually experience.



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    Anton Vroon
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    Original Message


  • 3.  RE: Filter for FIRST QUEUE ( show only data for the first queue of interaction) Best practice guidance

    Posted 06-18-2025 08:38

    Hi, Did anyone else find out what this filter actually does 😅 ??



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    Ignatious A
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    Original Message


  • 4.  RE: Filter for FIRST QUEUE ( show only data for the first queue of interaction) Best practice guidance

    Posted 06-18-2025 11:43

    Hi Ignatius,

    Yes, this is a very important figure especially when you have flows that route calls different queues depending on factors such availability of idle agents of EWT. So the first queue column tells where the the caller wanted to get routed to. Key in large centers when looking at scheduling (not every top level manager e.g. HR) would understand forecasts etc. when call center managers are budgeting for new hires in the call center. At least this is one use case I have seen call center managers use.



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    Morris Mbae
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    Original Message


  • 5.  RE: Filter for FIRST QUEUE ( show only data for the first queue of interaction) Best practice guidance

    Posted 06-19-2025 10:11

    Hi,

    From my understanding it's supposed to only show metrics from the first queue, otherwise you would add all metrics from all queues it was handled in.

    https://help.mypurecloud.com/articles/queues-performance-summary-view/



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


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