# 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.

For report options (e.g., filtering), See [Report Options](https://cc.docs.landis.cloud/appendix/report-options)

The report footer displays totals for the columns.

| Column                                            | Description                                                                                                                            |
| ------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------- |
| "..."                                             | Button that displays actions that can be performed on that record.                                                                     |
| 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                                                                                       |
| Breakout Call Count                               | Total amount of calls that requested to breakout of the 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                                                |
| Average Wrapup Time                               | Average amount of time the agents have spend in wrapup.                                                                                |
| Inbound Queue Call Count                          | Total inbound queue calls                                                                                                              |
| Outbound Call Count                               | Total outbound queue calls                                                                                                             |
| Requested Callbacks                               | Number of callers that have requested a callback that have not been completed.                                                         |