'Queue Performance Activity' Report
'Queue Performance Activity' report provides details about queue calls by hour, by day, and by month. This topic describes the report details, and shows you a report example.
Report details
The following table lists the related parameters for Queue Performance Activity
report.
| Parameter | Description |
|---|---|
| Total Calls | The total number of calls that queue received. |
| Answered | The total number of calls that queue answered. |
| Missed | The total number of calls that queue missed. |
| Abandoned | The total number of calls that callers abandoned before connecting to an agent. |
| Average Waiting Time | The average amount of time that it takes for an incoming call to be distributed to an agent. |
| Max Waiting Time | The longest time a caller waited in the queue before an agent answered the call. |
| Answered Rate | The percentage of answered calls in relation to the total received calls. |
| Missed Rate | The percentage of missed calls in relation to the total received calls. |
| Abandon Rate | The percentage of abandoned calls in relation to the total received calls. |
| SLA | The Service Level Agreement (SLA) for the queue. SLA is the percentage of conversations answered within a predefined amount of time. |
Report example
The following report shows the hourly performance of Queue 6400 on 11/01/2022. Calls abandoned within 10 seconds are not included in the report.
