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.

Measure Performance on Your Own Terms

Define your “Wait duration” threshold to flag calls that exceed your target response times, allowing you to accurately measure team performance against your service level agreements.

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

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

Fine-Tuning Your Queue Performance Indicators

Refine your insights by setting a custom “Abandoned qualify time” to exclude very short calls or accidental hang-ups.

Dive deeper into daily, weekly, or monthly performance with granular reports that categorize calls as “Qualified” or “Not Qualified” based on your specific timeframes. Audit specific days and verify the mathematical accuracy of your service trends.

Keep your analysis focused entirely on meaningful abandonments and eliminate statistical noise from your performance metrics.

Gain Clear Visibility into Skipped Calls

Track exactly when a call is bypassed by an available agent during a ring cycle, appearing as a “skipped call” in your reports.

This visibility allows managers to identify patterns where calls ring at an agent’s station but move to the next person in the sequence without being answered.

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.

Check out these related features

Call Recording

Save time and never miss important information with our Automated Call Recording. Whether it is an inbound or outbound call, your conversations will be saved.

Interactive Voice Response

IVR is a flexible call-routing system that enables businesses to automate inbound calls, directing customers to the appropriate departments efficiently.

Call Group

Call groups allow incoming calls to be distributed to all members simultaneously, building collaboration and prompt customer assistance.

Frequently Asked Questions

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.