help • 1 Reporting App • Report Types • Queue Statistics
1.2.1 Queue Statistics
The Queue Statistics Report shows the data based on a list of queues. It gives an overview of the overall call handling performance by showing how busy each queue is, how many and how fast calls are answered.
The report includes the following information:
Header Item
Explanation
Report Properties
Shows the report type and the name of the report.
Report Period
The selected time frame that will be covered in the report.
Recurrence
Whether the report is a recurring report. If not, it is created as a one time report.
Scheduled at
The date (dd/mm/yyyy) and time (hh:mm), when the report has been generated.
Included extensions
List of the queues included in the report. If queues have been manually selected for the report, they are listed with their extensions.
Recipients (X)
The recipients that have been selected to receive the report are listed with their email addresses.
Scheduled by
Email address of the person who created the report.
Description
Optional description of the report added when creating the report.
Report ID
Only available, when Debug Mode is enabled, see To enable the Debug Mode.
Click on Copy to clipboard to copy the respective report ID to the clipboard.
Table Item
Explanation
Queue Name
Listing the queue names.
Queue Extension
Listing the queue extensions.
Strategy
Total Number of Calls
Total number of calls offered to the queue within the selected report period.
Answered Calls
Number of calls that were answered by an agent or picked up by another user.
Unanswered Calls
The sum of Total Number of Calls minus the number of Answered Calls.
Calls can be ‘unanswered’ because the caller used the breakout option, the caller abandoned the call, the call was forwarded by the queue, or the call was missed.
Breakout Calls
Number of calls in which the call was redirected to another destination because the caller selected the queue breakout option.
Abandoned Calls
Number of calls that were disconnected by the caller before it was answered by an agent.
Picked up Calls
Number of calls that were answered via call pickup by another user and not answered by an agent to which the call was offered. Picked up calls are counted as answered.
Forwarded Calls
Calls that were forwarded by the queue.
Queue calls will be forwarded when:
*Busy / No Answer Forward Forward option is enabled and either the queue is full and busy or the forward timer is expired
*when the no agents are logged in Forward option is enabled and no agents were logged into the queue when the call entered the queue
Missed Calls
Number of missed and failed calls that were terminated because...
*the queue was full and the queue Busy / No Answer Forward option is disabled (thus the calls were not forwarded) or
*the calls were not answered due to another reason than Unanswered, Breakout Calls, Abandoned or Forwarded (e. g. due to technical issues)
Average Wait Time
The average wait time callers have waited in the queue.
Total Wait Time
The total time that callers were waiting before the calls were answered, forwarded or ended. This includes the time in the queue and the ring time.
Average Ring Time
The average time during which calls from this queue were ringing at an agent.
Total Ring Time
The total time during which calls from this queue were ringing at an agent.
Average Call Duration
The average call duration of all inbound calls of the queue.
Total Call Duration
The total call duration of all inbound calls of the queue.
Average Talk Time
The average talk time of all inbound calls of the queue.
Total Talk Time
The total talk time of all inbound calls of the queue.
Queue Statistic Reports also contain diagrams as a visual aid:
*By clicking on Percentage Diagram or Number Diagram you can access a visual overview of the percentage or number of answered and abandoned calls for the respective queues.
*Hover over a bar to see the exact number.
*Click on Answered or Abandoned to hide the corresponding bars.
*You can download the diagram using the DOWNLOAD button at the bottom right.