Queue reports
Four screens, four questions: when your calls arrive, what becomes of them, what you're losing, and who's handling them. They all share the same filters.
Pages in this section
At a glance
| Where | Reports, four entries: Queue distribution, Answered calls, Unanswered calls, Agent performance |
| Scope | queues only. A call that never entered a queue doesn't appear here |
| Common filters | Queue, From, To, and SLA (sec) on two of the four screens |
| Default period | from the first day of the current month to today |
| Time zone | that of your installation, set in Settings |
How it works
A queue writes an event at each step of a call: the caller enters the queue, the queue connects them to an agent, the caller hangs up while waiting, or the call runs out the maximum wait time and leaves. The four reports count these events over the period you choose.
That's why the four screens don't give the same total. Each counts a different event:
- Distribution counts the three possible outcomes and spreads them over time.
- Answered calls counts the connections made.
- Unanswered calls counts the queue exits without an agent.
- Agent performance counts the same connections, but grouped by person.
The Queue filter is set to All by default. The Refresh button reruns the query: until you click it, the screen still shows the figures from the previous filters.
What the screen shows
The four screens start with the same filter card.
| Filter | What it does |
|---|---|
| Queue | All, or a specific queue |
| From and To | the two bounds of the period, inclusive |
| SLA (sec) | the threshold, in seconds, that separates a fast answer from the rest. Present on Distribution and Answered calls, from 1 to 600 seconds, 30 by default |
| Refresh | reruns the calculation with the filters shown |
What each screen answers:
| Screen | The question it answers |
|---|---|
| Queue distribution | at what time and on what day my calls arrive, and what share is taken |
| Answered calls | how long my callers wait before someone answers |
| Unanswered calls | how many calls I lose, and after how long |
| Agent performance | who takes the calls, how many, and for how long |
Steps to follow
- Open Reports, then the report that matches your question.
- Choose the queue if you have several, otherwise leave All.
- Set From and To. A full week reads better than a single isolated day.
- On Distribution and Answered calls, set the SLA (sec) field to what you consider a fast answer.
- Click Refresh.
- Do the same reading again on the previous period: a single figure says nothing, a compared figure says everything.
If it doesn't work
Peak hours fall an hour or two off from reality. Check the time zone in Settings. As long as it's wrong, none of the four reports is readable, and fixing one doesn't fix the others.
My report is empty even though the queue is ringing. Three causes, in this order. The period: the screen opens on the current month, and a report opened on the 1st of the month contains almost nothing. The Queue filter: you might be looking at a different queue. Finally, the nature of the call: a call that rings on a user group or on an extension doesn't enter any queue and doesn't appear in any of these reports, it's read in the Call list. If all four reports stay empty across every period even though the queue is working, contact us.
The totals don't match from one report to another. That's expected: each screen counts a different event. Only compare columns that carry the same name.
An agent appears under their extension number instead of their name. The name comes from the user record that holds this number. A deleted extension, or a number that no longer exists in Users, is shown in its raw form.
One of my queues isn't offered in the dropdown list. The list only contains the queues that exist today in your installation. A deleted queue drops out of it, and its past calls drop out of the reports with it, including from the All total. If you need to keep a queue's history, note down its figures before deleting it.
What each report measures, and how to read it
See the Queues and statistics page