Track Your Call Queues Activity

Call Queue Reporting

Master your call queue effectiveness with actionable insights. Refine routing strategies to meet service level goals and exceed customer expectations.

Master Your Call Flow with Queue Insights

Maximize Staffing Efficiency

Analyze peak call volumes and wait durations to ensure you always have the right agent coverage during busy periods.

Enhance Customer Experience

Identify and reduce long wait times and high abandonment rates to keep your callers happy and engaged.

Eliminate Service Bottlenecks

Pinpoint performance lags and optimize call routing to improve handling times and overall service levels across every queue.

Defining Your Reporting Parameters

Define your “Wait duration” threshold to flag calls that exceed your target response times, ensuring every inbound inquiry stays within your desired SLA.

Monitor your real-time Service Level percentage to maintain high-quality standards and instantly reallocate resources during high-traffic spikes.

Implement these metrics in your support or sales queues to identify top performers and pinpoint exactly where your team needs support to consistently meet performance goals.

Fine-Tuning Your Queue Performance Indicators

Refine your insights by setting the “Abandoned qualify time” to exclude very short calls, focusing your analysis on meaningful abandonments.

Similarly, define the “Wait duration” threshold to highlight calls where customers experienced longer hold times, crucial for identifying potential bottlenecks.

Gain Clear Visibility into Skipped Calls

Gain direct visibility into missed connections by tracking exactly when calls are skipped during your sequential ring cycles.

This report enables managers to identify patterns where calls bypass available agents, providing the data needed to ensure your distribution logic is perfectly calibrated for team capacity.

Use these metrics to train your agents, optimize your queue settings and provide the support needed to ensure every call is answered as quickly as possible.

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Queue Reports FAQ

What kind of information can I get from Queue Reports?

Queue Reports provide a detailed breakdown of incoming calls for your selected queues, including metrics like the number of incoming calls, total and average call duration, total and average wait duration, longest wait duration, service level, answered calls, and abandonment rate, over a specified time period.

Can I filter the Queue Reports by specific timeframes?

Yes, absolutely. You can define a custom “Time period” using the calendar to analyze data for specific days, weeks, or a broader date range. You can also group the results by “Week” or “Day” for different levels of granularity.

What are "Abandoned qualify time" and "Wait duration" settings for?

The “Abandoned qualify time” allows you to set a minimum duration (in seconds) for a call to be considered abandoned, helping to filter out very short hang-ups. The “Wait duration” setting helps highlight calls where callers waited longer than the specified time in the queue, allowing you to focus on potential customer experience issues.