voximplant KitDocs
  1. Reporting
  2. Reports
  3. Reviewing queue reports
Rate this page:

Reviewing queue reports

Queue historical reports display performance indicators for each queue over the selected period.

Information

Data in the reports is updated within an hour.

  1. On the left sidebar, select Reporting > Reports.
  2. Select Queues.
  3. On the Calls tab, set the report date range.
  4. Specify the data display interval: per Hour, Day, Week, Month, or All time.
  5. 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.

Note

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.

  • 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 call

  • 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.

Abandoned call

  • 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.

Queue call report
  1. Click XLS or CSV to download the report as an .xls or .csv file.
  2. On the Messaging tab, specify the period and interval.
  3. 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).

Queue messaging report
  1. Click XLS or CSV to download the report as an .xls or .csv file.