Queue Summary

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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

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