Queue Performance Report

The Queue Performance report summarizes how your call queues are handling traffic and lets you drill into the individual calls behind the numbers. Use it to track answer rates, wait times, and service levels across one or more queues. This page covers how to open the report, filter and shape the results, and what each metric means.

Open the Queue Performance report

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

2. Open the report:

   1. Select the Default Reports tab.

      

      Note

      To improve performance, Cloud Voice moved to a new CDR (Call Detail Record, the log entry saved for each call) data structure in version 84.21.0.117, giving clearer call detail. Older CDRs and their associated report data are removed over time based on your CDR Auto Cleanup setting. Until that cleanup runs, new and historical data are kept apart: the Default Reports tab holds data recorded on version 84.21.0.117 or later, and the Call Reports (Legacy) tab holds everything from before the upgrade. This page describes the new data on the Default Reports tab. For older records, work from the Call Reports (Legacy) tab instead.

   2. In the Call Center Reports pane, click Queue Performance.

3. Set the filters that define the report.

   

   1. In the Time field, choose the time range the report should cover.

   2. Narrow the data with the following filters:

      Filter	What it does
      Queue	Select one or more queues to report on.
      Exclude Calls Abandoned within Xs	Set a ring-duration threshold. Calls a caller abandons within this window are left out of the report, so brief hang-ups don’t skew the results.
      Exclude Calls within Xs	Set a talk-duration threshold. Answered calls that end within this window are left out of the report.

      The report matching your filters appears on the page.

      

4. (Optional) Rearrange the columns to keep the metrics you care about in view:

   • Choose which columns show. Click the columns icon to pick the fields to display.

     

   • Freeze a column. Click the drag handle next to a field and drag it to Left (Freeze Column) or Right (Freeze Column) to pin it in place while you scroll.

     

   • Reorder columns. Click the drag handle next to a field and drag it to the position you want.

     

5. (Optional) Save the report for reuse, schedule it for delivery, or download a copy:

   • Add to My Reports: Save the current view to your My Reports list for one-click access later.

     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 Reports: Set up a task that emails the report automatically. At the bottom of the page, click Add to Scheduled Reports, then complete the scheduling options for the task.

   • Download the report: Export the report to your computer for offline review or further analysis.

     

     1. (Optional) Click the settings icon to adjust the download options, then save your changes:
        • File Format: Choose the export format: CSV, XLS, PDF, or HTML.
        • Duration Format: Choose how duration fields appear: Display in Second (s) or Display as HH:MM:SS.
        • Export Fields: Export All fields or only the Selected ones.
        • Include Details: Choose whether to export the summary list only or include the detailed call records. When you include details, pick how they’re laid out: Download data as multiple files/sheets, or Details are displayed as indented, offset rows within the same list.
     2. Click Download.

What the metrics mean

The report has two levels: summary metrics for each queue, and a detailed breakdown of the individual calls.

Queue summary metrics

Metric	Description
Total Calls	Every call the queue received.
Answered	Calls the queue answered.
Missed	Calls the queue missed.
Abandoned	Calls the caller hung up on before being answered.
AVG Handle Time	Average time the queue spent serving callers.
AVG Wait Time (Answered Calls)	Average time answered calls spent waiting in the queue before an agent picked up.
AVG Wait Time (All Calls)	Average time all inbound calls waited in the queue, answered or not.
Max Wait Time (All Calls)	Longest time any caller waited in the queue, answered or not.
AVG Talk Time	Average time agents spent talking to callers.
AVG Hold Time	Average time calls were 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 SLA (Service Level Agreement): the percentage of calls answered within a preset amount of time.

Note

A call is counted as Missed in several situations, including:

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

Per-call metrics

Metric	Description
ID	A unique identifier for the call.
Time	When the call arrived.
Call From	The caller’s number and name.
Agent	The agent who answered. If no one answered, this shows NONE.
Status	The outcome of the call: 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.