# Inbound Queue Activity Analysis Report

The Inbound Queue Activity Analysis report gives you a detailed view of how your queues handle incoming calls. A queue holds callers in line and distributes their calls to a group of agents. This report groups activity by queue and time period and reports call volumes, answer and abandon rates, service level agreement (SLA) attainment, and the time callers spend waiting, talking, on hold, and being handled, so you can gauge queue performance and see where callers are dropping off.

## Open the report

1. Sign in to the Cloud Voice management portal and go to **Reports and Recordings > Call Reports**.

2. Open the Inbound Queue Activity Analysis report from the **My Reports** tab.

   1. Click the **My Reports** tab.
   2. Click the view icon (![View icon](/images/pbx/view.png)) next to the report.

   ![The My Reports tab listing saved call reports](/images/pbx/my-report-tab.png)

3. Set the filter criteria for the report.

   ![Filter panel for the Inbound Queue Activity Analysis report](/images/pbx/select-inbound-queue-activity-analysis.png)

   | Filter | Description |
   | --- | --- |
   | Queue | Select one or more queues to include. |
   | Time Range & Select Date | Set the date range the report covers. |
   | Time | Set the time-of-day window the report covers. |
   | Wait Time Range | Choose the interval used to group how long callers waited in the queue before reaching an agent: **Per 30 Seconds**, **Per 60 Seconds**, **Per 5 Minutes**, or **Per 10 Minutes**. |
   | Exclude Calls Abandoned within Xs | Set a ring-duration threshold to leave out short abandoned calls. Calls abandoned inside this window are omitted from the report. |
   | Exclude Calls within Xs | Set a talk-duration threshold to leave out short answered calls. Calls that end inside this window are omitted from the report. |

   :::note
   When you use both **Time Range & Select Date** and **Time**, the report covers only the period where the two overlap.
   :::

   :::tip
   Use the two **Exclude** filters to strip out misdials and quick hang-ups. Dropping very short abandoned or answered calls keeps them from skewing your abandon rate and average-time metrics, giving you a truer picture of queue performance.
   :::

   The report matching your filters appears on the page.

   ![Inbound Queue Activity Analysis report results](/images/pbx/inbound-queue-activity-analysis.png)

4. **Optional:** Adjust the columns to focus on the metrics you care about.

   - **Choose which columns show:** Click the columns icon (![Columns icon](/images/pbx/filter-report.png)) and select the columns to display.

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

   - **Reorder columns:** Click the drag handle (![Drag icon](/images/pbx/drag.png)) beside a field and drag it to the position you want.

     ![Dragging a report field to reorder columns](/images/pbx/report-change-field-order.png)

5. **Optional:** Save the report for quick access, schedule it for automatic email delivery, or download it.

   - **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. Enter a name that helps you identify the report, and adjust its filters or metrics as needed.
   3. Click **Save**.

   - **Add to Scheduled Reports**: Have Cloud Voice email the report to recipients on a recurring schedule.
   1. At the bottom of the page, click **Add to Scheduled Reports**.
   2. Complete the scheduled-task settings to set the delivery frequency and recipients.

   - **Download**: Export the report to your computer for offline review and further analysis.

     ![Report download options](/images/pbx/report-download-setting.png)

   1. **Optional:** Click the settings icon (![Settings icon](/images/pbx/setting-button.png)) to customize the download options, then save your changes:
        - **File Format**: Choose the export format: **CSV**, **XLS**, **PDF**, or **HTML**.
        - **Duration Format**: Choose how all duration fields display: **Display in Second (s)** or **Display as HH:MM:SS**.
        - **Export Fields**: Choose which fields to export: **All** or **Selected**.
   2. Click **Download**.

## Metric reference

The report includes the following metrics.

| Metric | Description |
| --- | --- |
| Queue | The queue number and name. |
| Month/Date/Hour | The time period during which the queue received calls. |
| Wait Time Range | The waiting-time interval that callers fell into before reaching an agent. |
| Total Calls | The total number of calls the queue received. |
| Answered | The number of queue calls an agent answered. |
| Abandoned | The number of queue calls callers ended before being answered. |
| Missed | The number of queue calls that went unanswered. |
| Answered Rate | Answered calls as a percentage of total calls received. |
| Abandon Rate | Abandoned calls as a percentage of total calls received. |
| Missed Rejection Rate | Missed calls as a percentage of total calls received. |
| SLA | Service Level Agreement: the percentage of calls answered within a defined target time. |
| Total Wait Time | The combined time answered callers waited before being connected to an agent. |
| Max Wait Time | The longest an answered caller waited before being connected to an agent. |
| AVG Wait Time | The average time answered callers waited before being connected to an agent. |
| Total Wait Time (All Calls) | The combined wait time across all queue calls before being connected to an agent. |
| Max Wait Time (All Calls) | The longest wait across all queue calls before being connected to an agent. |
| AVG Wait Time (All Calls) | The average wait across all queue calls before being connected to an agent. |
| Total Talk Time | The total time agents spent talking to callers, including hold time. |
| Max Talk Time | The longest an agent spent talking to a single caller, including hold time. |
| AVG Talk Time | The average time agents spent talking to callers, including hold time. |
| Total Pure Talk Time | The total time agents spent talking to callers, excluding hold time. |
| Max Pure Talk Time | The longest an agent spent talking to a single caller, excluding hold time. |
| AVG Pure Talk Time | The average time agents spent talking to callers, excluding hold time. |
| Total Hold Time | The total time agents kept queue calls on hold. |
| Max Hold Time | The longest a single queue call was on hold. |
| AVG Hold Time | The average hold time across queue calls. |
| Total Handle Time | The total time agents spent handling queue calls, from ringing to call end. |
| Max Handle Time | The longest end-to-end handling time for a single queue call, from ringing to call end. |
| AVG Handle Time | The average handling time per queue call, from ringing to call end. |