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Reporting and Analytics - Call Queues

Updated: 6/4/2024 4:45 AM

The Call Queues Report displays a consolidated view of all call activity in your queue. Detailed reporting is also available to let you track, measure, and compare performance.

  • Specify a date and time period to display.
  • View up to 3 months of data at a time with the ability to go back 18 months.

    NOTE: At this time, history is only available back to August 2020. The full 18 months of history will be available from February 2022 onward.
  • Graphical display of all calls by call queue.
  • Download, Save, Print, and Email reports.
  • Export login/logout details for an individual agent.
  • A consolidated view of each call segment can be found using the Call-ID.

NOTE: Same-day Call Queues reports collect statistics while the agent is signed in, but the data is only available for review after the agent signs out.

Only the Super User, Account Administrators, Call Queue Administrators, Call Queue Reporting Administrators, and Reports Administrators can access report views. End Users can only view live Call Queue statistics.

View Call Queue Summary
  1. Sign in to the Admin Portal.
  2. Click Reports, then click Call Queues. 

Reports

View a summary of calls for the call queue. Use Filter Day/Time and the Time Period menu (top left) to select or customize a time period for the summary.

The Refresh button updates the view and the Download, Save, Print, or Email options (top right) are available for use. You can also customize your views using the following options:

Filter QueuesSelect or search for specific queues.
Only Show Queues Below With Call DataHide queues that have no calling data.
Show/Hide ColumnsSelect columns you want to view from the Show/Hide Columns menu.
Table/Graph View (Icons)Switch between the table or graph view.

Live View

View live call queue data with the following details:

  • Queue Name
  • Extension
  • Callers Connected
  • Callers waiting
  • Agents Logged In
  • Average Wait Time
Click the Refresh button to see the most current information.
Full Report View

View detailed analytics that includes an Agent Summary, Daily Analysis, and Call Log. The Refresh button updates the view and the Download, Save, Print, or Email options (top right) are available for use.

    1. Sign in to the Admin Portal.
    2. Click Reports, then click Call Queues.
    3. Click a Tile, or go to the Call Queue column in Table View and click a queue, to open the Full Report view.
    Landing PageDate RangeUse Filter Day/Time and the Time Period menu to select or customize a time period for the report.
    Advanced FiltersSet filters to view specific information:
     
    • Extensions
    • Agents
    • Caller ID
    • Call Disposition
    • Talk, Wait, and Abandon Time
    TrendingDisplays the number of calls. Set filters for:
     
    • Total Calls
    • Average Talk Time
    • Average Wait Time
    • Abandoned Calls
    General StatsDisplays general statistics for the call queue.
     
    • Most Active
    • Least Active
    • Call Results
    • Answer Time
    Agent SummaryDisplays statistics for members in the call queue.
     
    • Search for details
    • Export to Excel
    • View Login Details
    Daily AnalysisDisplays productivity details.
     
    • Search for details
    • Export to Excel
    Call Log
    • Search for details
    • Export to Excel
    • The Call-ID is used to connect all segments of a call together.
    Save and Subscribe to Reports
    Save a Report

    You can save a customized report that you use frequently. Save the summary report as follows:

    1. Sign in to the Admin Portal.
    2. Click Reports, then click Call Queues.
    3. (Optional) Customize the report as described under View Call Queue Summary.
    4. Click the Save icon.

    Detailed reporting is also available to track, measure, and compare performance. You can view up to 3 months of data at a time with the ability to go back 18 months. Save the detailed report as follows:

    1. Sign in to the Admin Portal.
    2. Click Reports, then click Call Queues.
    3. (Optional) Apply any applicable filters - see Full Report View for details.
    4. Click the Save icon.
    Subscribe to a Report

    Saved Call Queue reports can be emailed to you and others at an interval determined by the time period you selected in your saved report i.e. Today, Last Week, etc.
    A custom delivery time can be selected which will be based off of the account's time zone.  If a custom time is not selected, subscribed reports will be delivered at 8:00 am in the account's time zone.

    IntervalDelivery TimeWhat's Included
    DailyFollowing day at the specified delivery timeThe day prior
    WeeklyOn Monday at the specified delivery timeThe prior calendar week (Sunday to Saturday)
    MonthlyOn the 1st of the month at the specified delivery timeThe prior month

    NOTE: You cannot subscribe to a saved report with a custom date range; indicated by a N/A in the Subscribed column.

    1. Sign in to the Admin Portal.
    2. Click Reports, then click Saved Reports.
    3. Hover over a saved Call Queue report and then click the Subscribe icon.
    4. Select the hour in which the report should be emailed.
    5. Enter a custom message to include in the emailed report if applicable.
    6. Enter one or more email addresses separated by a space or comma or semicolon.
    7. Click Save.
    Edit/Remove a Subscription

    To edit or remove a subscription, hover over a saved Call Queue report and then click the Edit Subscription icon.

    • To edit a subscription, make changes and then click Save.
    • To delete a subscription, click the Remove Subscription button.
    • To remove an individual subscriber, click the X icon next to the email address and then click Save.
    NOTE: If a saved report is deleted, any associated subscription is automatically removed.
    Delete a Saved Report

    NOTE: If a saved report is deleted, any associated subscription is automatically removed.

    1. Sign in to the Admin Portal.
    2. Click Reports, then click Saved Reports.
    3. Hover over a saved report and then click the Trash icon to delete.
    4. Click Yes to confirm.
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