# Inbound Queue Logs Report

The Inbound Queue Logs report lists queue calls one at a time, giving you a call-level view of how each inbound queue performed over the period you choose. This page shows how to open the report, narrow it with filters, and interpret the columns it returns.

## Open the report

1. Sign in to the PBX (Private Branch Exchange, your phone system's admin portal) web portal and go to **Reports and Recordings > Call Reports**.
2. Open the Inbound Queue Logs report.

   ![The My Reports tab listing the available call reports](/images/pbx/my-report-tab.png)

   1. Select the **My Reports** tab.
   2. Select ![view](/images/pbx/view.png) next to the report.

3. Set the filters that decide which calls the report includes.

   ![Filter options for the Inbound Queue Logs report](/images/pbx/select-inbound-queue-logs.png)

   | Filter | What it does |
   | --- | --- |
   | Queue | Include one or more queues. |
   | Time | Set the date and time range the report covers. |
   | Communication Type | Include one or more communication types. |
   | Call From | Match on a caller's number or name. |
   | Queue Status | Match on a queue call status. |
   | Answered Agent | Include only calls answered by the agents you pick. |
   | Wait Time | Match how long callers waited in the queue before reaching an agent. |
   | Agent Answer Time | Match how long agents took to pick up queue calls. |
   | Talk Time | Match how long agents spent on the call, hold time included. |
   | Pure Talk Time | Match how long agents spent on the call, hold time excluded. |
   | Hold Time | Match how long agents kept queue calls on hold. |
   | Source Trunk | Match the trunk the incoming call arrived on. |
   | DID/DDI | Match the DID/DDI number the caller dialed. A DID (Direct Inward Dialing, also written DDI for Direct Dialing Inward) is the external number that routes an outside call straight to this queue. |
   | Exclude Calls Abandoned within Xs | Set a ring duration below which abandoned calls are dropped. Any call abandoned inside 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 inside this window is left out of the report. |

   :::tip
   The duration filters, Wait Time, Agent Answer Time, Talk Time, Pure Talk Time, and Hold Time, accept comparison operators as well as plain numbers. Use `-`, `=`, `<`, `<=`, `>`, `>=`, or a number range to target the durations you want.
   :::

   The calls that match your filters appear on the page.

   ![The Inbound Queue Logs report populated with per-call rows](/images/pbx/inbound-queue-logs.png)

4. **Optional:** Adjust the columns so the report highlights the indicators that matter to you.

   | Action | How |
   | --- | --- |
   | Choose which columns show | Select ![columns](/images/pbx/filter-report.png) and pick the columns to display. |
   | Freeze a column | Select ![drag](/images/pbx/drag.png) next to a field, then drag it onto **Left (Freeze Column)** or **Right (Freeze Column)**. |
   | Reorder columns | Select ![drag](/images/pbx/drag.png) next to a field and drag it to the position you want. |

   ![Choosing which columns appear in the report](/images/pbx/filter-report.png)

   ![Pinning a column to the left or right of the report](/images/pbx/report-freeze-column.png)

   ![Dragging a field into a new column position](/images/pbx/report-change-field-order.png)

5. **Optional:** Keep the report on hand or have it delivered automatically.

   **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**.

   **Send it on a schedule**

   1. At the bottom of the page, select **Add to Scheduled Reports**.
   2. Fill in the remaining scheduling details so the report is emailed to you automatically.

   **Download it**

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

   ![Download settings for exporting the report](/images/pbx/report-download-setting.png)

   1. **Optional:** Select ![settings](/images/pbx/setting-button.png) 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 columns

Each row in the report is a single queue call. The table below explains what every column reports.

| Metric | Description |
| --- | --- |
| Queue | The queue's number and name. |
| Time | When the caller reached the inbound queue. |
| Communication Type | The communication type of the call. |
| Call From | The caller who reached the queue. |
| Queue Status | The status of the call. |
| Answered Agent | The agent who took the call. |
| Wait Time | How long the caller waited in the queue before reaching an agent. |
| Agent Answer Time | How long the agent took to answer the queue call. |
| Talk Time | How long the agent spent on the call, hold time included. |
| Pure Talk Time | How long the agent spent on the call, hold time excluded. |
| Hold Time | How long the agent kept the queue call on hold. |
| Source Trunk | The trunk the incoming queue call arrived on. |
| DID/DDI | The DID number the caller dialed to reach the queue. |
| CDR ID | The unique identifier of the CDR (Call Detail Record, the system's logged entry for this call). |
| Process Result | The outcome recorded for an abandoned or missed queue call. |
| Polling Attempts | How many times the queue tried to poll the call to an agent. |

:::note
When a queue call goes unanswered, **Answered Agent** is shown as **[None]**.
:::