Exceptions Entering the Service Queue

Find out how many customers tried to join the overflow and couldn't because they were outside human service hours.

Here you can track attempts at human support that occurred outside the established operating hours, identifying demand patterns and opportunities to adjust the operation.

How to Access

Access: Support / Digital Support / Dashboards / Exceptions entering the Support Queue, as shown in the Figure 1:

^{Figure 1: Exceptions Entering the Support Queue}

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Available Actions on the Charts

Each dashboard chart has a set of actions that allow you to customize the view and export the data. These controls appear in the upper right corner of each chart, as shown in the Figure 2:

^{Figure 2: Available Actions on the Charts.}

1. Hide Chart

The first icon allows you to temporarily hide the chart from the dashboard view. Useful when you want to focus on other specific indicators without losing the chart configuration.

Click the icon to view the chart again.

2. Maximize Chart

The second icon expands the chart to full screen, allowing a more detailed analysis of the data and better visualization of complex information.

3. Filters

The third icon opens the filter panel specific to each chart. Available filters vary according to the chart type (detailed in the following section).

4. Export

The fourth icon allows you to export the chart data in the formats:

• SVG - vector format ideal for presentations and documents

• PNG - image format for quick sharing

• CSV - spreadsheet format for further analysis in Excel or other tools

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Charts and Their Filters

Below, learn about each chart available on the dashboard and their specific filters:

1. Exceptions entering the support queue by Reason

Displays the distribution of exceptions by reason through a pie chart. This chart allows you to quickly identify the main reason for exceptions (example: Outside hours).

Total exceptions: shown below the chart, shows the absolute number of occurrences in the period. See in Figure 3:

^{Figure 3: Exceptions Entering the Support Queue by Reason.}

Available filters:

• Period - select the start and end date for analysis

• Reason - select the reason (Outside of Hours or Queue Full)

• Application Type - select the application (Webchat, Whatsapp, Telegram, Instagram or Facebook)

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2. Exceptions entering the support queue by Hour

Presents an area chart that shows the distribution of exceptions throughout the 24 hours of the day, allowing identification of the times with the highest concentration of contact attempts outside business hours.

The horizontal axis shows the hours (00:00 to 23:00) and the vertical axis indicates the number of exceptions. See in Figure 4:

^{Figure 3: Exceptions Entering the Support Queue by Hour.}

Legend:

• Outside hours - support attempts that tried to enter the queue outside the configured hours

• Queue full - support attempts that did not enter due to capacity limit reached

Available filters:

• Period - select the start and end date for analysis, together with the time

• Reason - select the reason (Outside of Hours or Queue Full)

• Application Type - select the application (Webchat, Whatsapp, Telegram, Instagram or Facebook)

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3. Exceptions entering the support queue by Day

Displays as bars the number of exceptions by specific day, making it easier to identify days with a higher volume of attempts outside operating hours.

This chart is especially useful for point analysis of a specific day or comparison between a few days. See in Figure 5:

^{Figure 3: Exceptions entering the support queue by Day.}

Legend:

• Outside hours - represented in orange

• Queue full - represented in green (where applicable)

Available filters:

• Period - select the start and end date for analysis

• Reason - select the reason (Outside of Hours or Queue Full)

• Application Type - select the application (Webchat, Whatsapp, Telegram, Instagram or Facebook)

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4. Exceptions entering the support queue by Month

Shows the monthly evolution of exceptions through a bar chart, showing the trend over the months and allowing volume comparisons between different periods.

Each bar represents 100% of the month's exceptions, facilitating proportional analysis. See in Figure 6:

^{Figure 3: Exceptions Entering the Support Queue by Month.}

Legend:

• Outside hours - represented in orange

• Queue full - represented in green (where applicable)

Available filters:

• Period - select the month and year (example: 12/2025)

• Reason - select the reason (Outside of Hours or Queue Full)

• Application Type - select the application (Webchat, Whatsapp, Telegram, Instagram or Facebook)

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5. Exceptions entering the support queue by Year

Displays the annual distribution of exceptions, allowing long-term analysis and identification of seasonal patterns throughout the months of the year.

The chart shows all months of the year (March to November in the example), with each bar showing 100% of the exceptions. See in Figure 7:

^{Figure 3: Exceptions Entering the Support Queue by Year.}

Legend:

• Outside hours - represented in orange

• Queue full - represented in green (where applicable)

Available filters:

• Period - select the year for analysis (example: 2025)

• Reason - select the reason (Outside of Hours or Queue Full)

• Application Type - select the application (Webchat, Whatsapp, Telegram, Instagram or Facebook)

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6. Exceptions entering the support queue by Department

Shows the distribution of exceptions among the different departments of the operation through a horizontal bar chart.

This chart allows you to identify which departments concentrate the largest number of contact attempts outside operating hours, helping decisions about adjustments to operating hours or availability. See in Figure 8:

^{Figure 3: Exceptions Entering the Support Queue by Department.}

Legend:

• Outside hours - represented in orange

• Queue full - represented in green (where applicable)

Available filters:

• Period - select the start and end date for analysis

• Reason - select the reason (Outside of Hours or Queue Full)

• Application Type - select the application (Webchat, Whatsapp, Telegram, Instagram or Facebook)

• Department - select one or more departments from the list

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Use Cases

The Exceptions entering the support queue panel is especially useful for:

• Analysis of off-hours demand - identifying significant volumes of contact attempts outside business hours that may justify extending support hours.

• Operational hours planning - using historical data of exceptions by hour and day to optimize opening and closing times.

• Identification of seasonal patterns - detecting periods of the month or year with higher incidence of contacts outside hours.

• Capacity sizing - analyzing exceptions by queue full to assess the need to increase capacity or redistribute resources.

• Departmental analysis - identifying areas with higher off-hours demand that may require differentiated handling.

• Optimization of automatic messages - using insights about peak times of exceptions to personalize away messages.

• Evaluation of ROI for hours expansion - quantifying suppressed demand to support decisions about investing in additional shifts.

• Management reports - exporting data for presentations on opportunities to improve support.

• Customer behavior analysis - understanding the public's contact habits for better alignment with their needs.