Queue Summary

The Queue Summary report totals calls, wait and talk times, transfers, exits, and callbacks for each queue.

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Accessing Queue Summary

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

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Viewing Queue Summary Records

The report opens showing today’s data, one row per queue. The columns are:

• Name (the queue)
• Inbound Complete, Abandoned, and Refused
• Blind Transfers, Attended Transfers, and Total Transfers
• Total Wait Time, Average Wait Time Per Call, Shortest Wait, and Longest Wait
• Percent Answered Under 30 Seconds
• Total Talk Time and Average Talk Time Per Call
• Exits with Key Press and Exits By Timeout
• Total Inbound and Unique Inbound
• Answer Rate Minus Abandons: The answer rate excluding abandoned calls.
• Average Abandon Time Per Call
• Complete Callbacks, Successful Callbacks, and Failed Callbacks
• Hold Time Under 0.5 Minutes and Hold Time Over 0.5 Minutes
• Total Outbound

Click any column header to sort by it.

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Filtering Queue Summary Records

1. To change the date range, click Yesterday, Last 10 Days, or Last 30 Days at the top of the page.
2. For more options, click Filter.
3. 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.
4. Choose a distribution: Hourly, Daily, Monthly, Agents, or None.
5. Optionally, enter a hold time in minutes to filter by.
6. Optionally, filter by Queues (select one or more queues) or Tag (enter a tag).
7. Click Update to apply your filters.

To clear all filters, click Reset.

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Exporting Records

Click Export at the top right of the records table to download the records shown.

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Scheduling Queue Summary Reports

1. Click Export, then select Schedule Report.
2. Enter a name for the report.
3. Add recipient email addresses, separated by commas.
4. Select how often to send it: Daily, Weekly, or Monthly.
5. Review the current filter settings, then click Schedule.

For more information, see Scheduled Reports.