Inbound Queue Logs Report

The Inbound Queue Logs report gives you a line-by-line view of the calls that reached your inbound queues during a period you choose. Use it to trace individual queue calls, check how long callers waited, and see which agents handled them. This page walks through opening the report, narrowing it with filters, arranging the columns, saving or scheduling it, and interpreting each metric.

Open the report

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

2. Open the Inbound Queue Logs report:

   

   a. Select the My Reports tab. b. Click the view icon on the report’s row.

3. Set the filters that define which calls appear (see Filter the report below).

   

   The calls that match your filters are listed on the page.

   

Filter the report

Use the following filters to control which queue calls the report returns.

Filter	What it does
Queue	Choose one or more queues to include.
Time	Set the date and time range the report covers.
Communication Type	Choose one or more communication types.
Call From	Enter the caller’s number or name.
Queue Status	Choose a queue call status.
Answered Agent	Choose the agent or agents who answered the queue calls.
Wait Time	Match calls by how long the caller waited in the queue before reaching an agent.
Agent Answer Time	Match calls by how long the agent took to answer.
Talk Time	Match calls by the time the agent spent on the call, hold time included.
Pure Talk Time	Match calls by the time the agent spent on the call, hold time excluded.
Hold Time	Match calls by how long the agent kept the call on hold.
Source Trunk	Limit results to calls that arrived over a specific trunk.
DID/DDI	Limit results to a specific DID number that callers dialed. DID (Direct Inward Dialing, also called DDI or Direct Dialing In) is the external phone number that routes callers straight to this queue.
Exclude Calls Abandoned within Xs	Drop short abandoned calls: any call abandoned within this ring duration is left out of the report.
Exclude Calls within Xs	Drop short answered calls: any call that ended within this talk duration is left out of the report.

Tip

The duration filters (Wait Time, Agent Answer Time, Talk Time, Pure Talk Time, and Hold Time) accept comparison operators and ranges as well as plain numbers. You can use -, =, <, <=, >, and >= to match an exact value, a threshold, or a span of seconds.

Caution

The two “Exclude Calls” filters change what the report counts, not just what it displays. Any call you exclude is left out of every row, count, and metric, so the totals will not reflect all queue activity. Leave both fields blank when you need a complete picture, and only fill them in when you deliberately want to hide very short calls.

Adjust the columns

You can reshape the results table to keep the metrics you care about in view. These steps are optional.

Action	How
Choose which columns show	Click the column icon and select the columns to display.
Freeze a column	Click the drag handle next to a field and drag it onto Left (Freeze Column) or Right (Freeze Column).
Reorder columns	Click the drag handle next to a field and drag it to a new position.

Save, schedule, or download the report

Once the report shows what you need, you can keep it for reuse, have it emailed on a schedule, or export it. These steps are optional.

Add it to My Reports for one-click access later:

1. At the bottom of the page, click Add to My Reports.
2. Give the report a recognizable name, and fine-tune the filters or metrics if needed.
3. Click Save.

Add it to Scheduled Reports to have Cloud Voice email it automatically:

1. At the bottom of the page, click Add to Scheduled Reports.
2. Fill in the delivery details for the scheduled task, including recipients and how often it runs.

Download it for offline review or further analysis:

1. To change how the file is generated, click the settings icon , adjust the options below, and save your changes:
   • File Format: the download format for this report, CSV, XLS, PDF, or HTML.
   • Duration Format: how all duration fields appear, Display in Second (s) or Display as HH:MM:SS.
   • Export Fields: whether to export All fields or only the Selected ones.
2. Click Download.

Report metrics

The table below explains each column in the report.

Metric	Meaning
Queue	The queue’s number and name.
Time	When the caller reached the inbound queue.
Communication Type	The communication type of the call.
Call From	The caller who dialed the queue.
Queue Status	The status of the call.
Answered Agent	The agent who took the call.
Wait Time	How long the caller waited in the queue before reaching an agent.
Agent Answer Time	How long the agent took to answer the queue call.
Talk Time	Time the agent spent on the call, hold time included.
Pure Talk Time	Time the agent spent on the call, hold time excluded.
Hold Time	How long the agent kept the queue call on hold.
Source Trunk	The trunk the incoming queue call arrived over.
DID/DDI	The DID number the caller dialed to reach the queue.
CDR ID	The call’s unique CDR (Call Detail Record) identifier, which you can use to match this queue log entry to the call’s full detail record.
Process Result	The outcome recorded for an abandoned or missed queue call.
Polling Attempts	The number of polling attempts made to reach the queue.

Note

When a queue call goes unanswered, the Answered Agent column shows [None].