The Queue Report gives you a detailed view of how incoming calls are handled across your call queues. Use it to monitor team performance, identify busy periods, and ensure your customers are being answered promptly.
To access the Queue Report, navigate to Calls & Records > Queue Report from the portal menu.
Permission required: Your account administrator must grant you the View Queue Reports permission to access this page.
Before running a report, set your filters at the top of the page:
| Filter | Description |
|---|---|
| Date From / Date To | Choose the date range you want to analyse. The maximum range is 93 days. Dates are in DD-MM-YYYY format. |
| Queue | Select one or more specific queues, or leave blank to include all queues on your account. |
Once your filters are set, click Run Report to generate the data.
At the top of the report you will see five summary cards that give you a quick snapshot of overall performance:
The total number of calls that entered your queue(s) during the selected date range. This counts every call that arrived, regardless of whether it was answered or not.
The number of calls that were successfully picked up by an agent. The subtitle shows your Answer Rate — the percentage of total calls that were answered (e.g. "Answer Rate: 85.0%").
The number of calls where the caller hung up before being connected to an agent. These are callers who gave up waiting.
The number of calls that waited in the queue longer than the configured timeout and were removed from the queue automatically. These callers were not connected to an agent because the maximum wait time was exceeded.
Your Service Level Agreement percentage. This shows what percentage of total calls were answered within the SLA threshold (default: 30 seconds). The subtitle shows the exact count, e.g. "120 of 150 within 30s".
Tip: A high SLA % means most callers are being answered quickly. If this number is low, consider adding more agents to your queues during busy periods.
Below the summary cards, you will find four additional time-based metrics:
| Metric | What It Means |
|---|---|
| Avg Hold Time | The average time callers spent waiting in the queue before being answered, abandoning, or timing out. Lower is better — it means callers are waiting less. |
| Max Hold Time | The longest any single caller waited during the selected period. Useful for spotting worst-case wait times. |
| Avg Talk Time | The average duration of a conversation once the call was connected to an agent. |
| Total Talk Time | The combined duration of all conversations across all agents and queues. This shows the total workload handled by your team. |
All times are displayed in hours (h), minutes (m), and seconds (s) format — e.g. "2m 35s" or "1h 12m 08s".
The report includes two visual charts to help you spot trends at a glance:
A bar chart showing how many calls entered your queues at each hour of the day (00:00 through 23:00). Use this to identify your peak call hours and plan staffing accordingly.
A line chart showing the number of calls per day across your selected date range. This helps you see daily trends, spot unusually busy or quiet days, and track call volume over time.
This table shows performance statistics broken down by each individual queue. If you have multiple queues (e.g. Sales, Support, Billing), you can compare how each one is performing.
| Column | What It Means |
|---|---|
| Queue | The name of the queue. |
| Total | Total calls that entered this queue. |
| Answered | Calls that were picked up by an agent in this queue. |
| Abandoned | Calls where the caller hung up before being answered. |
| Timed Out | Calls that exceeded the queue timeout without being answered. |
| Answer Rate | Percentage of total calls that were answered. Colour-coded: green (80%+), amber (50-79%), red (below 50%). |
| SLA % | Percentage of calls answered within the SLA threshold. Same colour coding as Answer Rate. |
| Avg Hold | Average time callers waited in this specific queue. |
| Avg Talk | Average conversation duration for calls answered in this queue. |
This table shows how each individual agent (extension) performed across all selected queues.
| Column | What It Means |
|---|---|
| Agent | The agent's display name (or extension number if no name is set). |
| Answered | Total calls this agent answered. |
| Pickup Rate | The percentage of calls offered to this agent that they actually answered. For example, if a call rang an agent's phone but they didn't pick up, that counts against their pickup rate. Colour-coded: green (80%+), amber (50-79%), red (below 50%). |
| Total Talk Time | The combined duration of all calls this agent handled. |
| Avg Talk Time | The average conversation length for this agent's answered calls. |
| Ring No Answer | The number of times a call was sent to this agent's phone but they did not pick up. The call then moved to the next available agent. |
| Avg Ring (No Answer) | The average number of seconds the phone rang before the agent missed the call. A very short ring time might indicate the agent is declining calls; a longer time might mean they are away from their desk. |
Note: Pickup Rate is specific to each agent — it measures how often they answer when their phone rings, not the overall queue answer rate.
Each section of the report (Summary, Per Queue, Per Agent) has an Export button that downloads the data as an Excel (.xlsx) file. Use this to share reports with your team or for further analysis in a spreadsheet.
Q: Why do Answered + Abandoned + Timed Out not always equal Total Calls?
A: In most cases they will be very close. Small differences can occur due to calls that are still in progress at the time of the report or system-level events.
Q: What is the default SLA threshold?
A: The default is 30 seconds. This means a call is considered to have met the SLA if it was answered within 30 seconds of entering the queue.
Q: Why is an agent's pickup rate different from the queue answer rate?
A: The queue answer rate measures how many of all incoming calls were answered by any agent. An agent's pickup rate only measures how often that specific agent answers when their phone rings. An agent could have a low pickup rate but the queue could still have a high answer rate because other agents picked up the call.
Q: Can I filter by a single queue?
A: Yes. Use the Queue dropdown to select one or more specific queues. Leave it empty to see all queues combined.
Q: What is the maximum date range I can report on?
A: You can report on up to 93 days (approximately 3 months) at a time.