Inbound Queue Activity Analysis Report

Inbound Queue Activity Analysis report provides granular insights into queue activity in queue call handing. This topic describes how to access the report and explains the key metrics in detail.

Access Inbound Queue Activity Analysis report

Log in to PBX web portal, go to Reports and Recordings > Call Reports.
Access Inbound Queue Activity Analysis report.
1. Click My Reports tab.
2. Click beside the report.

Set filter criteria for the call report.


Filter	Description
Queue	Select one or more queues.
Time Range & Select Date	Specify the time range that the report will cover. Note: If both Time Range & Select Date and Time are used as filters, the overlapping time period applies.
Time	Specify the time range that the report will cover. Note: If both Time Range & Select Date and Time are used as filters, the overlapping time period applies.
Wait Time Range	Specify the time interval used to group the amount of time that callers waited in the queue before connecting to an agent. Per 30 Seconds Per 60 Seconds Per 5 Minutes Per 10 Minutes
Exclude Calls Abandoned within Xs	Specify the ring duration to exclude short abandoned calls. Calls abandoned within this time frame will NOT be included in the report.
Exclude Calls within Xs	Specify the talk duration to exclude short answered calls. Calls ended within this time frame will NOT be included in the report.

The report that matches the filter criteria is displayed on the page, as shown below.

Optional: Adjust columns in the list to focus on the key performance indicators that you want to track.


Operation	Description
Select columns to display	Click to select the columns to display.
Change column order	Click beside the desired field, then drag it to the desired position.

Optional: Save the report for quick access, or schedule it for automatic delivery via email.


Operation	Description
Add to My Reports	Add the report to My Reports list for quick access. At the bottom of the page, click Add to My Reports. Enter a name to help you identify the report, and adjust filters or metrics as needed. Click Save.
Add to Scheduled Reports	Schedule a task to automatically send the report via email. At the bottom of the page, click Add to Scheduled Reports. Complete the follow-up settings according to scheduled task.
Download the report	Download the report to local PC for offline review and further analysis. Optional: Click to customize the report download setting, then save the changes. File Format: Specify the download format for this report. CSV XLS PDF HTML Duration Format: Specify the display format for all duration-related fields. Display in Second (s) Display as HH:MM:SS Export Fields: Specify the fields to export. All Selected Click Download.

Report details

Refer to the table below for a detailed description of the report metrics.


Metric	Description
Queue	Queue number and name.
Month/Date/Hour	The time period during which the queue received calls.
Wait Time Range	The interval for waiting time that callers waited in the queue before connecting to an agent.
Total Calls	The total number of calls that the queue received.
Answered	The number of queue calls that were answered by agents.
Abandoned	The number of queue calls abandoned before being answered.
Missed	The number of queue calls that were not answered.
Answered Rate	The percentage of answered calls in relation to the total received calls.
Abandon Rate	The percentage of abandoned calls in relation to the total received calls.
Missed Rejection Rate	The percentage of missed 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.
Total Wait Time	The total waiting time of answered queue calls before being connected to an agent.
Max Wait Time	The maximum waiting time of answered queue calls before being connected to an agent.
AVG Wait Time	The average waiting time of answered queue calls before being connected to an agent.
Total Wait Time (All Calls)	The total waiting time of all queue calls before being connected to an agent.
Max Wait Time (All Calls)	The maximum waiting time of all queue calls before being connected to an agent.
AVG Wait Time (All Calls)	The average waiting time of all queue calls before being connected to an agent.
Total Talk Time	The total amount of time that agents spent talking to callers, including hold time.
Max Talk Time	The maximum amount of time that agents spent talking to callers, including hold time.
AVG Talk Time	The average amount of time that agents spent talking to callers, including hold time.
Total Pure Talk Time	The total amount of time that agents spent talking to callers, excluding hold time.
Max Pure Talk Time	The maximum amount of time that agents spent talking to callers, excluding hold time.
AVG Pure Talk Time	The average amount of time that agents spent talking to callers, excluding hold time.
Total Hold Time	The total amount of time that agents held queue calls.
Max Hold Time	The maximum amount of time that agents held queue calls.
AVG Hold Time	The average amount of time that agents held queue calls.
Total Handle Time	The total amount of time that agents spent handling queue calls, from ringing to call end.
Max Handle Time	The maximum amount of time that agents spent handling queue calls, from ringing to call end.
AVG Handle Time	The average amount of time that agents spent handling queue calls, from ringing to call end.