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.

   

   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:

   

   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.

   

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

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.

• 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.

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.

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.