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.

   

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.

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.

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 and select the columns to display.
Freeze a column	Click the drag handle next to a field and drag it to Left (Freeze Column) or Right (Freeze Column).
Reorder columns	Click the drag handle next to a field and drag it to the position you want.

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.

1. Optionally, click the settings icon 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

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

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.