> For the complete documentation index, see [llms.txt](https://cc.docs.landis.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cc.docs.landis.cloud/reports/queue-details.md). # Queue Details Navigate to Analytics & Reports | Queue Details Displays Queue detail records from the Queue perspective. For report options (e.g., filtering), See [Report Options](/appendix/report-options.md) | Column | Description | | -------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------ | | "..." | Button that displays actions that can be performed on that record. | | Direction | Direction of call (Inbound/Outbound). | | Start | Start date/time of interaction. | | End | End date/time of interaction. | | When | Start time of interaction in relation to the current date/time. | | Queue Name | Name of Queue | | Contact Name | Name of contact | | Contact Id | ID of contact | | Length | Total interaction length (wait time plus handle time) | | Wait Time | Amount of time the contact has waited in the queue before connecting with the agent | | Handle Time | Amount of time the agent and contact were connected. | | Wrapup Time | Time the agent spent in wrapup | | Agent Name | Name of agent that connected with the contact. | | From | Displays if the interaction originated from an IVR or another Contact Center Queue. | | To | Displays if the interaction was transferred to an IVR or another Contact Center Queue. | | Agent UPN | Agent user principle name. | | Callback Requested | Displays if the contact requested a callback. | | Breakout Requested | Displays if the contact requested to breakout of the queue. | | Timed Out | Displays if the interaction timed out in the queue. | | Queue Timeout With No Available Agents | Displays if the interaction 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 contact terminated the interaction before the interaction was connected to an agent or the interaction timed out. | | Short Abandoned | Displays if the interaction was short abandoned | | Outside Business Hours | Displays if the interaction was outside of business hours. | | On Holiday Hours | Displays if the interaction was during holiday hours | | Transfer Type | Timeout action taken. | | Service Level Achieved | Displays if the interaction met the specified queue service level. | | OU | Displays the organization unit where the interaction detail record is stored. | | Scenario Id | Unique Id of interaction | --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://cc.docs.landis.cloud/reports/queue-details.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.