Queue Details

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Displays Queue detail records from the Queue perspective.

For report options (e.g., filtering), See Report Options

Column	Description
"..."	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