Inbound Queue Activity Analysis Report

The Inbound Queue Activity Analysis report gives you a close-up view of how your queues handle inbound calls, with results grouped by time period and by how long callers waited before an agent picked up. Use it to spot busy periods, long waits, and abandoned calls so you can staff and tune your queues. This page shows you how to open the report, shape it with filters, and interpret the metrics it returns.

Note

A queue holds incoming callers in line and rings them to a group of agents in turn. This report only covers calls that came through a queue, so extensions and ring groups will not appear here.

Open the report

1. Sign in to the PBX (Private Branch Exchange, your phone system) web portal and go to Reports and Recordings > Call Reports.

2. Open the Inbound Queue Activity Analysis report.

   

   1. Select the My Reports tab.
   2. Select next to the report.

3. Set the filters that define what the report covers.

   

   Filter	What it does
   Queue	Pick one or more queues to include.
   Time Range & Select Date	Set the date range the report should span.
   Time	Set the time-of-day window the report should span.
   Wait Time Range	Choose the interval used to group how long callers waited in the queue before reaching an agent: Per 30 Seconds, Per 60 Seconds, Per 5 Minutes, or Per 10 Minutes. This only changes how waits are bucketed in the results; it does not remove any calls.
   Exclude Calls Abandoned within Xs	Set a ring duration below which abandoned calls are dropped. Any call abandoned within this window is left out of the report.
   Exclude Calls within Xs	Set a talk duration below which answered calls are dropped. Any call that ends within this window is left out of the report.

   Note

   When you apply both Time Range & Select Date and Time, the report covers only the period where the two overlap.

   Caution

   The two Exclude Calls… filters remove matching calls from the report entirely, so the counts and rates you see will be lower than the number of calls the queue actually received. Leave both blank if you need every call counted, and keep them in mind if the totals do not match another report.

   The results that match your filters appear on the page.

   

4. Optional: Adjust the columns so the report highlights the indicators you care about most.

   Action	How
   Choose which columns show	Select and pick the columns to display.
   Reorder columns	Select next to a field and drag it to the position you want.

   

   

5. Optional: Keep the report handy or have it delivered on a schedule.

   Save it to My Reports

   1. At the bottom of the page, select Add to My Reports.
   2. Give the report a name you will recognize, and adjust its filters or metrics if you like.
   3. Select Save.

   Tip

   Save a report you run often to My Reports so you can reopen it in one click from the My Reports tab instead of rebuilding the filters each time.

   Send it on a schedule

   1. At the bottom of the page, select Add to Scheduled Reports.
   2. Finish the remaining scheduling details so the report is emailed automatically. For the full walkthrough of those settings, see Schedule call reports.

   Download it

   Export the report to your computer for offline review or deeper analysis.

   

   1. Optional: Select to adjust the download options, then save your changes:
      • File Format: the file type of the export: CSV, XLS, PDF, or HTML.
      • Duration Format: how every duration field is shown: Display in Second (s) or Display as HH:MM:SS.
      • Export Fields: which fields to include: All or Selected.
   2. Select Download.

Understanding the metrics

The report can display a wide set of columns. They are grouped below by what they measure.

Grouping and period

Metric	Description
Queue	The queue’s number and name.
Month/Date/Hour	The period in which the queue received the calls.
Wait Time Range	The wait-time bucket that groups how long callers waited before connecting to an agent.

Call counts

Metric	Description
Total Calls	All calls the queue received.
Answered	Queue calls that an agent answered.
Abandoned	Queue calls the caller gave up on before being answered.
Missed	Queue calls that went unanswered.

Note

Abandoned counts callers who hung up while still waiting in the queue. Missed counts calls the queue did not answer. Both describe calls that never reached an agent, so read them alongside Answered to judge how the queue is performing.

Call rates

Metric	Description
Answered Rate	Answered calls as a share of all calls received.
Abandon Rate	Abandoned calls as a share of all calls received.
Missed Rejection Rate	Missed calls as a share of all calls received.
SLA	The queue’s Service Level Agreement (SLA): the share of conversations answered within a set target response time.

Wait time (answered calls)

Waiting time is measured from when a call enters the queue until it connects to an agent. These columns count only calls that were answered.

Metric	Description
Total Wait Time	Combined wait time across the answered calls.
Max Wait Time	The longest single wait among answered calls.
AVG Wait Time	The average wait per answered call.

Wait time (all calls)

The same measure applied to every queue call, answered or not.

Metric	Description
Total Wait Time (All Calls)	Combined wait time across all calls.
Max Wait Time (All Calls)	The longest single wait among all calls.
AVG Wait Time (All Calls)	The average wait across all calls.

Talk time

Talk time covers the time agents spent on queue calls, hold time included.

Metric	Description
Total Talk Time	Combined talk time across the calls.
Max Talk Time	The longest single conversation.
AVG Talk Time	The average talk time per call.

Pure talk time

Pure talk time is the same measure with hold time removed.

Metric	Description
Total Pure Talk Time	Combined conversation time, hold time excluded.
Max Pure Talk Time	The longest single conversation, hold time excluded.
AVG Pure Talk Time	The average conversation time per call, hold time excluded.

Hold time

Metric	Description
Total Hold Time	Combined time agents kept queue calls on hold.
Max Hold Time	The longest single hold.
AVG Hold Time	The average hold time per call.

Handle time

Handle time spans the full life of a queue call, from the moment it starts ringing until it ends.

Metric	Description
Total Handle Time	Combined handle time across the calls.
Max Handle Time	The longest single call handled.
AVG Handle Time	The average handle time per call.