📈 Queue Performance Report
Queue Performance Report provides a quick overview of call queue performance and granular insights into queue calls. This topic introduces how to access the report and explains the key metrics in detail.
Access Queue Performance Report
- Log in to PBX web portal, go to Reports & Recordings > Call Reports.
- In the Report Type drop-down list, select Queue Performance.
- Filter data by system time, queues, call abandonment time, or tag.
- Analyze the report details displayed on the page.
Report details
The key metrics for Queue Performance report are shown below.
| Metric | Description |
|---|---|
| Total Calls | The total number of calls that the queue received. |
| Answered | The total number of calls that were answered by agents. |
| Missed | The total number of calls that the queue missed. A missed queue call includes the following scenarios: - A call enters a queue but meets the number of Maximum Callers. - A caller exits the queue when the Maximum Waiting Time is reached. - A call is assigned to another queue by an agent. - A caller presses a key to exit the queue and abandon the call. |
| Abandoned | The total number of calls that the callers abandoned. |
| AVG Handle Time (All Calls) | The average amount of time that agent spent on handling customers' calls. Formula: (Total Ring Duration of Answered Calls + Total Talk Duration of Answered Calls) / Total Calls |
| AVG Waiting Time (All Calls) | The average amount of time that all inbound calls had been waiting in the queue. Formula: (Total Ring Duration + Retry Interval) / Total Calls |
| AVG Talking Time | The average amount of time that agents spent talking to callers. Formula: Total Talking Time / Total Answered Calls |
| Max Waiting Time | The maximum waiting time of all calls in the queue. |
| 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 agreed time, and it shows the calls answered within a predefined amount of time. Formula: (The Number of Calls Answered within SLA Time / Total Calls) * 100% |
Metrics for queue call
The detailed metrics for queue call are shown below.
| Metric | Description |
|---|---|
| ID | A unique ID for the call. |
| Time | When the call was received. |
| Caller | The phone number of the caller. |
| From the Call | The agent that answered the call. |
| Agent | The name and extension of the agent handling the call. |
| Status | Answered, Abandoned, or Missed. |
| Ring Duration | For answered calls, this indicates the time between call initialization and the start of the call. |
| Hold Duration | The total time that the caller was placed on hold during the call. |
| Reason | The reason why this call was answered or missed. |
