Queues

Routing strategy, SLA target and the live pressure on each queue. Offered against handled is what turns into waiting callers.

Inbound routing rules
SalesLongest idle agent
VoiceWhatsAppWeb chat

5

Waiting

2:52

Longest wait

4.2%

Abandon rate

SLA attainment (target 30s)88.4%
Agents engaged2/4
Today205 handled of 214 offered

Assigned agents

Salman KhanBilal AhmedFatima NoorAli Raza
SupportSkills based
VoiceEmailWeb chatMessenger

6

Waiting

4:12

Longest wait

7.8%

Abandon rate

SLA attainment (target 45s)79.1%
Agents engaged4/5
Today314 handled of 341 offered

Assigned agents

Hina FarooqWaleed TariqSana MalikHamza SheikhNida Iqbal
CollectionsRound robin
VoiceSMS

1

Waiting

0:41

Longest wait

2.1%

Abandon rate

SLA attainment (target 60s)94.6%
Agents engaged2/2
Today126 handled of 128 offered

Assigned agents

Zain AbbasMaryam Javed
SocialRound robin
InstagramMessengerTelegram

0

Waiting

0:00

Longest wait

0.0%

Abandon rate

SLA attainment (target 300s)96.2%
Agents engaged0/2
Today67 handled of 67 offered