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The Queue Log report tracks what happens in your call queues. Filter the records by date, time, queue, user, and event, then export the results or schedule the report.
What you can see in this report depends on your user role. If your role doesn’t allow it, the report or some of its features won’t be available to you.

Accessing Queue Logs

  1. Navigate to the Reports Section:
  • Go to the Admin Portal and sign in.
  • Click the Reports tab to expand it.
  • Select Queues, then Queue Log.

Viewing Queue Records

  1. Understanding the Records Table:
  • The records table provides detailed information about each event handled by the Queue system. The columns include:
    • Time: The date and time when the event was logged.
    • Queue: The name of the queue involved in the event.
    • Event: The type of event (e.g., Exit Timeout, Blind Transfer, Unpause).
    • User: The user involved in the event.
    • Caller Number: The phone number of the caller.
    • Caller Name: The name of the caller (if available).
    • Reason: The reason for the event (if applicable).
    • Hold Time (s): The hold time in seconds.
    • Talk Time (s): The talk time in seconds.
    • Exit Key: The exit key used during the event.
    • Tag: Additional tags associated with the event.
  • The initial results shown will be for today’s date.

Filtering Queue Records

  1. Using Quick Filters:
  • You can quickly filter records by date using the buttons at the top of the page:
    • Yesterday
    • Last 10 Days
    • Last 30 Days
  1. Accessing Filter Settings:
  • Click on the Filter button to open the filter settings.
Filters like Events (Abandon, Complete Caller, Refused, and so on), Queues, Users, Call Tag, and Call ID live inside the Filter window. They aren’t shown as separate fields on the main page. Open Filter first, then choose the criteria you want and click Update.
  1. Selecting Date and Time Range: In the filter settings, you can select a specific date and time range:
  • Use the calendar to pick start and end dates.
  • Adjust the time settings as needed. Alternatively, you can choose from predefined date ranges such as: Last week,Last month, Last 3 months, Last 6 months, or Last year. After setting your desired filters, click OK.
  1. Filtering by Additional Criteria:
  • You can further filter the records by additional criteria:
    • Queues: Select specific queues.
    • Users: Select specific users.
    • Call Tag: Enter a specific call tag.
    • Call ID: Enter a specific Call ID.
    • Events: Select specific events to filter by (e.g., Complete Caller, Complete Agent, Abandon, Refused, Pause, Unpause, Login, Logout, Exit Key, Exit Timeout, Attended Transfer, Blind Transfer, Callback Attempt, Callback Timeout, Withdraw).
  • After setting your desired filters, click Update to apply them and update the records table.
  1. Reset Filters:
  • Click Reset to remove your filters and start over if needed.

Exporting the Queue Log

  1. Export Data:
  • Click the Export button to download the data in CSV format.

Scheduling Reports

  1. Schedule a Report:
  • Click the Export button.
  • Select Schedule Report from the dropdown.
  1. Configure Report Settings:
  • Enter a name for the report.
  • Add recipient email addresses.
  • Select the report frequency: Daily, Weekly, or Monthly.
  • Review the current filter settings.
  • Click Schedule to save the report schedule.
  • For more information, see the Scheduled Reports section.