Reviewing queue reports
Queue historical reports display performance indicators for each queue over the selected period.
Data in the reports is updated within an hour.
- On the left sidebar, select Reporting > Reports.
- Select Queues.
- On the Calls tab, set the report date range.
- Specify the data display interval: per Hour, Day, Week, Month, or All time.
- Review the report.
A queue call report includes the following information:
Service level (%) – The ratio of calls answered in the queue within the specified SL-period to the total number of calls.
SL-period – The threshold time a customer waits in the queue for an available agent required for the queue service level (SL) calculation. The default SL-period is 20 seconds.
When you edit the SL-period for a queue, its Service level ratio for the current hour is re-calculated according to the modified SL-period. The queue Service level ratios for the previous hours remain unchanged.
Total calls – The total number of handled and missed calls. Missed calls include abandoned and lost calls. A call is abandoned when a customer is waiting in the queue and hangs up before an agent answers. A call is considered lost when a customer is removed from the queue by the system without being assigned to an agent.
Handled calls – The number of calls handled in the queue within the specified period.
Handled calls (%) – The ratio of the calls handled in the queue to the total number of calls.
Lost calls – The number of lost calls in the queue within the specified period. A call is lost if a customer is removed from the queue by the system (the call goes to the Fail port of the Call-to-queue block). For example, when a customer waits in the queue for a while and is removed from the queue when the maximum waiting time elapses (set up in the queue settings). A call is also lost when there are no agents in the queue in operational statuses (all statuses, except Offline, DND, and custom) - in this case the customer is immediately removed from the queue.
Lost calls (%) – The ratio of lost calls in the queue to the total number of calls.
Abandoned calls – The number of abandoned calls in the queue within the specified period. A call is abandoned when a customer waits in the queue and then cancels the call before an agent answers the phone.
Avg. time in queue – Average time a customer spends in the queue. The calculation includes both handled and missed calls.
Min. time in queue – Minimum time a customer spends in the queue.
Max. time in queue – The longest time a customer spends in the queue.
Avg. response time – Average time a customer waits in the queue until an agent answers the call. The calculation includes only handled calls.
Avg. handle time – Average time it takes an agent to handle an inbound call in the queue (In service + After service).
Avg. after service time – Average time queue agents spend on post-call activities (after service).
Transferred calls (%) – The ratio of the calls transferred to another agent/queue to the total number of handled calls.
Holds – The total number of holds used in the calls handled in the queue.
Calls on hold (%) – The ratio of calls put on hold at least once to the total number of calls handled in the queue.
Avg. hold time – The ratio of the total hold time to the total number of calls handled in the queue.
- Click XLS or CSV to download the report as an .xls or .csv file.
- On the Messaging tab, specify the period and interval.
- Review the report.
A queue messaging report includes the following metrics:
Avg. resolution time – Average time it takes an agent to resolve a customer conversation in the queue.
New chats – The number of new conversations in the queue.
Closed chats – The total number of conversations closed in the queue within the specified period.
Lost chats – The total number of conversations lost in the queue within the specified period (when a customer leaves the conversation without being assigned to an agent).
- Click XLS or CSV to download the report as an .xls or .csv file.