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 () next to the report.

   

3. Set the filter criteria for the report.

   

   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.

   

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

   • Choose which columns show: Click the columns icon () and select the columns to display.

     

   • Reorder columns: Click the drag handle () beside a field and drag it to the position you want.

     

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.

     

     1. Optional: Click the settings icon () 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.