> 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 principal 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 by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` 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 what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. 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.