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The Queue Activity report graphs completed, abandoned, and refused calls for a queue over time, with totals below the graph and a heatmap of inbound call volume.
What you can see in this report depends on your user role.

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Accessing Queue Activity

  1. Go to the Admin Portal and sign in.
  2. Click Reports to expand it, then select Queues > Queue Activity.

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Viewing Queue Activity Records

The graph shows Complete, Abandoned, and Refused calls for the selected period. See Understanding the Queue Activity Graph for how to read it.

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Filtering Queue Activity Records

  1. Pick the queue you want to view from the dropdown.
  2. To change the date range, click Last 10 Days or Last 30 Days at the top of the page.
  3. For more options, click Filter.
  4. Use the calendar to pick a start and end date and time, or pick a preset: Last week, Last month, Last 3 months, Last 6 months, or Last year. Click OK.
  5. In the filter settings, select the queue you want to filter by.
  6. Choose a distribution: Daily, Monthly, or Hourly.
  7. Optionally, filter by User (select one or more users) or Tag (enter a tag).
  8. Optionally, pick a secondary metric to compare against: Abandon Rate, Another Queue (then select the second queue from the dropdown), Answered Under 30, Outbound Complete, Queue Exits, or Talk Time / Wait Time.
  9. Click Update to apply your filters.
To clear all filters, click Reset.

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Understanding the Queue Activity Graph

The graph plots the number of calls (Y-axis) by date (X-axis):
  • Complete (Blue): Successful calls.
  • Abandoned (Green): Calls not completed by the caller.
  • Refused (Red): Calls not accepted by the system.
Hover over a data point to see the date and the number of completed, abandoned, and refused calls. Click a metric in the legend to hide it from the graph.

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Viewing Additional Metrics

Below the graph are totals for the selected period. For Completed, Abandoned, Refused, Transfers, Exits, and Callbacks, click Total, Avg, or % to switch views.
  • Completed: Completed calls.
  • Abandoned: Abandoned calls.
  • Refused: Refused calls.
  • Talk Time: Total and average talk time.
  • Wait Time: Total and average wait time, plus the shortest and longest wait.
  • Transfers: Attended and blind transfers.
  • Total Inbound: Total and percentage of inbound calls, including unique inbound calls.
  • Exits: Calls that left the queue by timeout or key press.
  • Callbacks: Total, successful, and failed callback attempts.

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Viewing the Inbound Heatmap

The Inbound Heatmap sits below the additional metrics and shows total inbound calls per day. Click Last 6 Months or Last 1 Year to set the date range. The color shows call volume:
  • Light yellow: 0 - 5 calls
  • Light orange: 5 - 9 calls
  • Orange: 9 - 14 calls
  • Dark orange: 14 - 18 calls
  • Red: 18 - 22 calls
Hover over a date to see that day’s total inbound calls. Click a range in the heatmap legend to hide those days.