Queue Details
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Displays Queue detail records from the Queue perspective.
For report options (e.g., filtering), See Report Options
"..."
Button that displays actions that can be performed on that record.
Direction
Direction of call (Inbound/Outbound).
Start
Start date/time of call.
End
End date/time of call.
When
Start time of call in relation to the current date/time.
Queue Name
Name of Queue
Caller Name
Name of caller
Caller Number
Number of caller
Length
Total call length (wait time plus talk time)
Wait Time
Amount of time the caller has waited in the queue before connecting with the agent
Talk Time
Amount of time the agent and caller were connected.
Agent Name
Name of agent that connected with the caller.
From
Displays if the call originated from an IVR or another Contact Center Queue.
To
Displays if the call was transferred to an IVR or another Contact Center Queue.
User UPN
Agent user principle name.
Callback Requested
Displays if the caller requested a callback.
Voicemail Requested
Displays if the caller requested to leave a voicemail.
Timed Out
Displays if the call timed out in the queue.
Queue Timeout With No Available Agents
Displays if the call immediately timed out because no agents were either signed into the queue or had their agent status in an available state.
Abandoned
Displays if the caller disconnected the call before the call was connected to an agent or the call timed out.
Outside Business Hours
Displays if the call was outside of business hours.
Transfer Type
Timeout action taken.
Service Level Achieved
Displays if the call that met the specified queue service level.
OU
Displays the organization unit where the call detail record is stored.
Scenario Id
Microsoft Teams Call ID
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