Queue Summary
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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
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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
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.