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.

   

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

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

   

   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.

   

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

   Action	How
   Choose which columns show	Select and pick the columns to display.
   Freeze a column	Select next to a field, then drag it onto Left (Freeze Column) or Right (Freeze Column).
   Reorder columns	Select next to a field and drag it to the position you want.

   

   

   

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.

   

   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 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].