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Cloud Voice Documentation

Queue AVG Wait & Talk Time Report

The Queue AVG Wait & Talk Time report shows two averages side by side: how long callers sit in a queue (the virtual line that holds inbound callers until an agent is free) before the call ends, and how long your agents spend talking once connected. Both figures are broken out by hour, day, and month, so you can spot busy periods and staffing gaps at a glance. This page covers how to open the report and what each metric means.

Open the report

Section titled “Open the report”

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

  2. Open the report:

    1. Select the Default Reports tab.

      The Default Reports tab listing the available call report categories

    2. In the Call Center Reports pane, click Queue AVG Wait & Talk Time.

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

    Filter controls for choosing the reporting period and one or more queues

    1. Use the Time Range and Select Date fields to set the period the report covers.
    2. From the Queue drop-down list, choose one or more queues.

    The report refreshes to match your filters, as shown below.

    The generated report showing average wait and talk times per queue

  4. (Optional) Rearrange the columns to keep the metrics you care about (the key performance indicators, or KPIs, you want to track) in view.

    ActionHow
    Choose which columns appearClick the column filter icon and select the columns you want to show.
    The column selector for showing and hiding report fields
    Freeze a columnClick the drag handle next to a field and drop it into Left (Freeze Column) or Right (Freeze Column).
    Dragging a field into a frozen column position
    Reorder columnsClick the drag handle next to a field and drop it in the position you want.
    Dragging a field to a new position in the column order

  5. (Optional) Save the report for later or have it emailed on a schedule.

    ActionHow
    Add to My ReportsSave the report to your My Reports list for quick access.
    1. At the bottom of the page, click Add to My Reports.
    2. Give the report a name you’ll recognize, and fine-tune the filters or metrics if needed.
    3. Click Save.
    Add to Scheduled ReportsSet up a task that emails the report automatically.
    1. At the bottom of the page, click Add to Scheduled Reports.
    2. Fill in the scheduled task settings to control when and to whom the report is sent.
    Download the reportExport the report to your computer for offline review.
    1. (Optional) Click the settings icon to adjust the download options, then save your changes:
      • File Format: choose CSV, XLS, PDF, or HTML.
      • Duration Format: show every duration field either in seconds (s) or as HH:MM:SS.
      • Export Fields: export All fields or only the Selected ones.
    2. Click Download.

    The download settings dialog with format, duration, and field options

What the metrics mean

Section titled “What the metrics mean”
MetricDescription
AVG Wait Time (All Calls)The average time every inbound call spent waiting in the queue, whether or not it was eventually answered.
AVG Wait Time (Answered Calls)The average time answered calls waited in the queue before an agent picked up.
AVG Talk TimeThe average time agents spent talking with callers.