# Queue Performance Activity Report

The Queue Performance Activity report shows how your call queues are performing over time, with hourly, daily, and monthly breakdowns of queue activity and the individual calls that make up each period. Use it to spot busy intervals, track answer and abandon rates, and drill into specific calls. This page explains how to open the report, filter it, and read each metric.

## Open the report

1. Sign in to the Cloud Voice management portal and go to **Reports and Recordings > Call Reports**.
2. On the **Default Reports** tab, find the **Call Center Reports** pane and click **Queue Performance Activity**.

   ![Call Reports page with the Default Reports tab selected](/images/pbx/access-new-call-report.png)

:::note
Call reporting uses an updated data structure that keeps recent and historical records in separate places. A CDR (Call Detail Record) is the log the system keeps for each call. New call data generated after your system moved to the current CDR module appears on the **Default Reports** tab, while older records remain on the **Call Reports (Legacy)** tab. Historical data is removed gradually based on your **CDR Auto Cleanup** setting. This page covers the **Default Reports** data; to review older reports before they are cleaned up, open the **Call Reports (Legacy)** tab instead.
:::

## Filter the report

Set the criteria that determine which queue activity the report covers.

![Queue Performance Activity report with time range and queue filters](/images/pbx/select-queue-performance-activity-report.png)

1. Use the **Time Range** and **Select Date** fields to define the period the report should cover.
2. Narrow the data with the following filters.

   | Filter | Description |
   |--------|-------------|
   | Queue | Choose one or more queues to include. |
   | Exclude Calls Abandoned within Xs | Set a ring duration so that very short abandoned calls are left out. Any call abandoned within this window is not counted in the report. |

:::tip
Use **Exclude Calls Abandoned within Xs** to keep instant hang-ups (misdials, or callers who drop the call in the first second or two) out of your totals. This way your abandon rate reflects real give-ups instead of accidental calls. Set X to the number of seconds a call must ring before it should count.
:::

The report matching your criteria then loads on the page.

![Loaded Queue Performance Activity report showing per-queue metrics](/images/pbx/queue-performance-activity.png)

## Adjust the columns

Optionally, tailor the column layout so the metrics you care about are front and center.

| Action | How |
|--------|-----|
| Choose which columns appear | Click the filter icon ![filter columns icon](/images/pbx/filter-report.png) and select the columns to display. |
| Freeze a column | Click the drag handle ![drag handle icon](/images/pbx/drag.png) next to a field and drag it to **Left (Freeze Column)** or **Right (Freeze Column)**. |
| Reorder columns | Click the drag handle ![drag handle icon](/images/pbx/drag.png) next to a field and drag it to the position you want. |

![Column selection panel for the report](/images/pbx/filter-report.png)

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

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

## Save, schedule, or download the report

Optionally, keep the report for later, have it emailed on a schedule, or export it for offline analysis.

### Save to My Reports

1. At the bottom of the page, click **Add to My Reports**.
2. Give the report a name you will recognize, and adjust the filters or metrics if needed.
3. Click **Save**.

The report is added to your **My Reports** list for quick access.

### Add to Scheduled Reports

1. At the bottom of the page, click **Add to Scheduled Reports**.
2. Complete the scheduled report settings to have the report delivered by email automatically.

### Download the report

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

![Report download settings with format and detail options](/images/pbx/report-download-setting-with-detail.png)

1. Optionally, click the settings icon ![download settings icon](/images/pbx/setting-button.png) to adjust the download options, then save your changes:
   - **File Format**: the format of the exported file: **CSV**, **XLS**, **PDF**, or **HTML**.
   - **Duration Format**: how all duration fields are shown: **Display in Second (s)** or **Display as HH:MM:SS**.
   - **Export Fields**: which fields to include: **All** or **Selected**.
   - **Include Details**: whether to export the summary list only, or include the underlying call records. If you include details, choose how they are laid out:
     - **Download data as multiple files/sheets**
     - **Details are displayed as indented, offset rows within the same list**
2. Click **Download**.

## Understand the report metrics

The report has two levels: summary metrics for each queue, and the detailed records for the individual calls behind those numbers.

### Queue metrics

![Per-queue summary metrics in the report](/images/pbx/queue-performance-activity.png)

| Metric | Description |
|--------|-------------|
| Total Calls | The total number of calls the queue received. |
| Answered | The number of calls the queue answered. |
| Missed | The number of calls the queue missed. See the note below for what counts as missed. |
| Abandoned | The number of calls that callers hung up on. |
| AVG Handle Time | The average time the queue spent serving callers. |
| AVG Wait Time (Answered Calls) | The average time answered calls waited in the queue before an agent picked up. |
| AVG Wait Time (All Calls) | The average time all inbound calls waited in the queue, whether or not they were answered. |
| Max Wait Time (All Calls) | The longest time any caller waited in the queue, whether or not the call was answered. |
| AVG Talk Time | The average time agents spent talking to callers. |
| AVG Hold Time | The average time calls were placed on hold. |
| Answered Rate | Answered calls as a percentage of total calls received. |
| Missed Rejection Rate | Missed calls as a percentage of total calls received. |
| Abandon Rate | Abandoned calls as a percentage of total calls received. |
| SLA | The queue's Service Level Agreement: the percentage of conversations answered within a predefined amount of time. |

:::note
**Missed** and **Abandoned** count different things: a caller who hangs up while still waiting is **Abandoned**, whereas a call the system itself removes from the queue is **Missed**. A missed queue call covers several situations, including but not limited to:

- The call leaves the queue because the **Maximum Callers** limit is reached.
- The call leaves the queue because the **Maximum Waiting Time** is reached.
- A queue manager reassigns the call to another queue or extension.
- The caller presses a key to leave the queue and is routed to another destination.
:::

### Queue call metrics

![Detailed call records behind the queue metrics](/images/pbx/detailed-queue-performance-activity.png)

| Metric | Description |
|--------|-------------|
| ID | A unique identifier for the call. |
| Time | When the call was received. |
| Call From | The caller's number and name. |
| Queue | The queue that received the call. |
| Agent | The agent who answered the call. If the call went unanswered, **NONE** is shown. |
| Status | The call's outcome: **Answered**, **Abandoned**, or **Missed**. |
| Ring Duration | For answered calls, the time from when the call started to when it was answered. For abandoned or missed calls, the time from when the call started to when it disconnected. |
| Talk Duration | The time from when the call was answered to when it ended. |
| Hold Duration | The total time the call spent on hold. |