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Queue Summary
Navigate to Analytics & Reports | Queue Summary
Displays a summary of historical stats for each queue and a graph of inbound call count by day.
A queue name can be selected which will open the queue details report with the appropriate filters.
Column | Description |
Queue Name | Name of Queue |
Total Call Count | Total amount of calls |
Answered Call Count | Total amount of calls answered by an agent |
Unanswered Call Count | Total amount of calls that were not answered by an agent. |
Abandoned Call Count | Total amount of calls where the caller disconnected when waiting in queue. |
Abandoned Call Percent | Percentage of abandoned calls from total call count. |
Queue Timeout Call Count | Total amount of calls that timed out in the queue. |
Queue Timeout With No Available Agents Call Count | Total amount of calls that timed out immediately because no agents were either signed into the queue or had an available agent status. |
Callbacks Call Count | Total amount of calls that requested a call back |
Voicemail Requested Call Count | Total amount of calls that requested to leave a voicemail while waiting in queue. |
Outside Business Hours Call Count | Total amount of calls that were outside business hours based on a business hours set assigned to the queue. |
On Holiday Hours Call Count | Total amount of calls that were during a holiday hours set assigned to the queue. |
Service Level | Percentage of calls that met the specified queue service level |
Average Talk Time | Average amount of time an agent and caller were connected. |
Average Wait Time | Average amount of time a caller has waited in the queue before connecting with an agent |
Inbound Queue Call Count | Total Inbound Queue calls |
Outbound Call Count | N/A |
Last modified 1yr ago