# 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 see volume, answer and abandon rates, wait and talk times, and SLA at a glance, then expand a queue to review each call. This page covers how to open the report, shape the view, and read every metric.

## Open the Queue Performance report

1. Sign in to the PBX (Private Branch Exchange) web portal and go to **Reports and Recordings > Call Reports**.
2. Open the **Default Reports** tab.

   ![Call Reports page with the Default Reports tab selected](/images/pbx/access-new-call-report.png)

   :::note
   Cloud Voice rebuilt the CDR (Call Detail Record) module in version **84.21.0.117**, introducing a new data structure that shows call details more clearly and in more depth. Old CDRs and their related report data are removed gradually according to your **CDR Auto Cleanup** setting. Until that cleanup runs, the old and new records are kept separate: the **Default Reports** tab holds data built on the new structure, and the **Call Reports (Legacy)** tab keeps the historical data. The steps below apply to the new data generated after upgrading to version **84.21.0.117** or later. To review data from before the upgrade, open the **Call Reports (Legacy)** tab instead.
   :::
3. In the **Call Center Reports** pane, select **Queue Performance**.
4. Set the report filters:

   ![Filter controls for the Queue Performance report, including time range and queue selectors](/images/pbx/select-queue-performance-report.png)

   a. In the **Time** field, choose the period the report should cover.

   b. Narrow the data with the filters below.

   | Filter | What it does |
   | --- | --- |
   | Queue | Select one or more queues to include. |
   | Exclude Calls Abandoned within Xs | Set a ring-duration threshold that drops short abandoned calls. Calls abandoned within this window are left out of the report. |
   | Exclude Calls within Xs | Set a talk-duration threshold that drops short answered calls. Calls that end within this window are left out of the report. |

   :::caution
   The two **Exclude** filters drop matching calls from the report entirely, not just from a single column. Every total, average, and rate is then calculated only from the calls that remain, so raising either threshold changes the numbers you see. Keep this in mind if these figures need to reconcile with raw call records.
   :::

   The report matching your filters appears on the page.

   ![Queue Performance report listing each queue with its call totals and performance rates](/images/pbx/queue-performance.png)

## Adjust the columns

Optionally, tailor the column layout so the indicators you care about stay in view.

| Action | How |
| --- | --- |
| Choose which columns appear | Click the column-selection icon, then tick the columns you want to show.<br />![Panel for selecting which report columns to display](/images/pbx/filter-report.png) |
| Freeze a column | Click the drag handle next to a field and drop it onto **Left (Freeze Column)** or **Right (Freeze Column)** to pin it in place.<br />![Menu for freezing a column to the left or right of the report](/images/pbx/report-freeze-column.png) |
| Reorder columns | Click the drag handle next to a field and move it to the position you want.<br />![Dragging a field to change the column order in the report](/images/pbx/report-change-field-order.png) |

## Save, schedule, or download the report

Optionally, keep the report for later, have it emailed on a schedule, or export a copy.

| Action | How |
| --- | --- |
| Add to **My Reports** | Save the report to your **My Reports** list for quick access. At the bottom of the page, click **Add to My Reports**, enter a name that identifies it, fine-tune the filters or metrics, then click **Save**. |
| Add to **Scheduled Reports** | Have the report emailed automatically on a recurring basis. 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. |

To control the export, click the settings icon before downloading, adjust the options below, then save your changes.

![Report download settings for file format, duration format, export fields, and detail records](/images/pbx/report-download-setting-with-detail.png)

- **File Format**: the format of the exported file: **CSV**, **XLS**, **PDF**, or **HTML**.
- **Duration Format**: how every duration field is 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 add the detailed records behind it. If you include details, choose how they are laid out: **Download data as multiple files/sheets**, or **Details are displayed as indented, offset rows within the same list**.

When the settings are ready, click **Download**.

## Report metrics

### Queue metrics

Each row summarizes one queue over the selected period.

![Queue Performance summary with per-queue totals, averages, and rates](/images/pbx/queue-performance.png)

| Metric | Description |
| --- | --- |
| Total Calls | Total number of calls the queue received. |
| Answered | Number of calls the queue answered. |
| Missed | Number of calls the queue missed. See the note below for what counts as missed. |
| Abandoned | Number of calls that callers abandoned. |
| AVG Handle Time | Average time the queue spent serving callers. |
| AVG Wait Time (Answered Calls) | Average time answered calls waited in the queue before an agent picked up. |
| AVG Wait Time (All Calls) | Average time all inbound calls waited in the queue, whether or not they were answered. |
| Max Wait Time (All Calls) | Longest time any caller waited in the queue, whether or not the call was answered. |
| AVG Talk Time | Average time agents spent talking to callers. |
| AVG Hold Time | Average time calls were placed on hold. |
| Answered Rate | Percentage of answered calls out of the total received. |
| Missed Rejection Rate | Percentage of missed calls out of the total received. |
| Abandon Rate | Percentage of abandoned calls out of the total received. |
| SLA | The queue's Service Level Agreement, the percentage of conversations answered within a defined amount of time. |

:::note
A missed queue call includes, but is not limited to, these cases:

- A call leaves the queue because the **Maximum Callers** limit is reached.
- A 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

Expand a queue to see the individual calls that make up its totals.

![Detailed list of individual queue calls with caller, agent, status, and durations](/images/pbx/detailed-queue-performance.png)

| Metric | Description |
| --- | --- |
| ID | A unique identifier for the call. |
| Time | When the call was received. |
| Call From | The caller's number and name. |
| Agent | The agent who answered the call. If no one answered, **NONE** is shown. |
| Status | The call 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 was on hold. |