Queue Performance Activity Report

Queue Performance Activity report provides granular insights into the hourly, daily, and monthly breakdown of call queue performance and queue calls. This topic introduces how to access the report and explains the key metrics in detail.

Access Queue Performance Activity report

Log in to PBX web portal, go to Reports and Recordings > Call Reports.
In the Report Type drop-down list, select Queue Performance Activity.
Filter data by system time, queue(s), or call abandonment time.
Note: To filter out abandoned short calls, specify the ring duration in the Exclude Calls Abandoned within Xs field. Calls abandoned within this time frame will NOT be included in the report.
A report that meets the filter criteria is displayed on the page, as shown below.

Report details

We take the above report as an example to introduce the key metrics for Queue Performance Activity report.

Metrics for queue


Metric	Description
Total Calls	The total number of calls that the queue received.
Answered	The total number of calls that the queue answered.
Missed	The total number of calls that the queue missed. Note: A missed queue call includes, but is not limited to, the following scenarios: A call exits the queue when the number of Maximum Callers is reached. A call exits the queue when the Maximum Waiting Time is reached. A call is assigned to another queue or extension by queue manager. A caller presses a key to exit the queue and be routed to another destination.
Abandoned	The total number of calls that the callers abandoned.
AVG Handle Time	The average amount of time that agents spent handling customers' calls. Formula: (Total Ring Duration of Answered Calls + Total Talk Duration of Answered Calls) / Total Answered Calls
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. Formula: (Total Ring Duration of Answered Calls + Retry Interval) / Total Answered Calls
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. Formula: (Total Ring Duration + Retry Interval) / Total Calls
Max Waiting Time (All Calls)	The maximum amount of time that callers waited in the queue, regardless of whether the calls were answered or not.
Average Talking Time	The average amount of time that agents spent talking to callers. Formula: Total Talking Time / Total Answered Calls
AVG Hold Time	The average amount of time that calls were held. Formula: Total Hold Duration / Total Answered Calls
Answered Rate	The percentage of answered calls in relation to the total received calls. Formula: (Total Answered Calls / Total Calls) * 100%
Missed Rate	The percentage of missed calls in relation to the total received calls. Formula: (Total Missed Calls / Total Calls) * 100%
Abandon Rate	The percentage of abandoned calls in relation to the total received calls. Formula: (Total Abandoned Calls / Total Calls) * 100%
SLA	The Service Level Agreement (SLA) for the queue. SLA is the percentage of conversations answered within a predefined amount of time. Formula: (The Number of Calls Answered within SLA Time) / Total Calls) * 100%

Metrics for queue call


Metric	Description
ID	A unique ID for the call.
Time	When the call was received.
Call From	The number and the name of the caller.
Queue	The queue that received the call.
Agent	The agent who answered the call. Note: If the call was not answered, None is displayed.
Status	Call status. Answered Abandoned Missed
Ring Duration	For answered calls, this indicates the time between the call started and the call was answered. For abandoned or missed calls, this indicates the time between the call started and the call disconnected.
Talk Duration	The time between the call answered and the call ended.
Hold Duration	The total amount of time that the call was held.
Reason	The reason why the call was not answered by the agent or why the call ended.