Call Queue reports are ideal for understanding the call volume being processed through your Call Queues. To open a report for a specific Call Queue, click the Report link on the same line as the Call Queue in question.

Reports

Call Queue reports contain two main functional areas:

Live Call Statistics

To view Live Call Statistics, click on the Live Call Statistics button.

Live Call Statistics

Live Call Statistics will open in a small browser pop-up window and will display:

  • Total number of calls on Hold
  • Total number of calls currently Connected
  • Total active calls
  • Average hold time of calls connected through this Call Queue
  • Maximum hold time of all calls connected through this Call Queue
  • Average Talk Time of calls connected through this Call Queue
  • Maximum Talk Time of calls connected through this Call Queue

Historical Statistics

Historical Statistics will provide information about calls connected through this Call Queue over the previous 7 days. Historical Statistics will provide information on:

  • Total calls into the Call Queue
  • Total calls that connected to a representative immediately (connect immediate)
  • Total calls that held in the Call Queue (connect after hold)
  • Total calls that the caller hung up (abandoned)
  • Total calls that reached the maximum hold time of the Call Queue (timed out)
  • Total calls that pressed an option to route to an alternate destination, if configured (digit out)
  • Total calls that failed due to the Call Queue being at maximum capacity (queue full)
  • Average Call Queue hold time for the day
  • Maximum hold time for a single call in the Call Queue for the day
  • Average Talk Time for the Call Queue for the day
  • Maximum Talk Time for a single call in the Call Queue for the day

Today’s statistics may also be updated by pressing the Refresh Today’s Statistics button.

Refresh Today’s Statistics