Queue Analytics Review
A four-week engagement that turns your ACD exports into interval charts, abandonment heatmaps, and staffing recommendations your supervisors can act on immediately.
Who this is for
Operations managers and workforce planners at support centers with 15–150 agents who need to understand why queues back up at specific times of day. Typical clients run voice-heavy operations with at least eight weeks of exportable ACD history.
What you receive
- Interval-level charts for call volume, average speed of answer, and abandonment rate
- A heatmap showing abandonment concentration by day-of-week and hour
- Staffing coverage overlay comparing scheduled agents to actual demand
- Annotated notes on data quality issues found in your exports
- Four weekly readout sessions (60 minutes each, video or on-site in HCMC)
- Final PDF report package with executive summary and detailed appendix
What is not included
- Real-time monitoring or ongoing dashboard access
- Quality assurance call listening or script evaluation
- IVR redesign or telephony system configuration
- Analysis of more than three distinct queues without a scope addendum
Our process
- Scoping call (Day 1). We confirm queue definitions, export formats, and the operational decisions this review should inform.
- Data intake (Days 2–4). You provide ACD exports covering at least 12 weeks. We validate completeness and flag gaps.
- Analysis sprints (Weeks 1–3). We produce draft charts each week and discuss findings in readout sessions.
- Final delivery (Week 4). You receive the complete report package and a presentation for leadership if requested.
Preparation on your side
Assign one point of contact who can explain queue routing rules and provide exports on schedule. Exports should include timestamp, queue name, talk time, hold time, abandon flag, and agent ID at minimum. If your system uses different field names, share a data dictionary during scoping.
Pricing
Starting from 28,000,000 VND for a single-site engagement covering up to three queues. Multi-site or multi-channel studies are quoted individually. See our rates page for factors that affect the final estimate.