Queue AVG Waiting & Talking Time Report

Queue AVG Waiting & Talking Time report provides granular insights into the hourly, daily, and monthly breakdown of the average amount of time that callers wait in a queue, and the average amount of time that queue agents spend in talking with callers. This topic describes how to access the report and explains the key metrics in detail.

Access Queue AVG Waiting & Talking Time report

  1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
  2. Click Call Reports(New) tab.

    Note: To enhance system performance, Yeastar has upgraded the CDR module in version 84.21.0.117 with a new data structure for clearer display and more comprehensive call details. The system gradually deletes old CDRs and related call report data according to the CDR Auto Cleanup setting. Before old call report data are cleaned up, new and historical data are managed separately - the Call Reports(New) tab for new data and the Call Reports(Legacy) tab for historical data.

    This topic describes how to access new call report data generated after upgrading to version 84.21.0.117 or later. To access historical data, click Call Reports(Legacy) tab to proceed.

  3. Set filter criteria for the call report.

    1. In the Report Type drop-down list, select Queue AVG Waiting & Talking Time.
    2. In the Time and Select Date fields, specify the time range that the report will cover.
    3. In the Queue drop-down list, select one or more queues.

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

      Note: You can download the report as needed.

Report details

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

Metric Description
AVG Waiting Time (All Calls)

The average amount of time that all inbound calls had been waiting in the queue, regardless of whether they were answered or not.
AVG Waiting Time (Answered Calls)

The average amount of time that the answered calls had been waiting in the queue before being answered by agents.
Average Talking Time

The average amount of time that agents spent talking to callers.