Purpose and Features
The Call Queue Performance Report enables the analysis of queue-based performance metrics for inbound calls within the contact center system. With this report, key performance indicators such as answer rate, service level, waiting times, and talk times for each queue can be monitored in detail.
Key features of the report:
Performance measurement based on the total number of calls, short calls, and answered calls
Tracking of core KPIs such as answer rate and service level
Monitoring of time-based metrics including waiting time, average waiting, talk time, and average talk time
Analysis of call losses through abandoned calls and local disconnects
Measurement of queue management efficiency via dequeue activity and answer speed
Tracking of outbound call performance with metrics such as talk time and answer rate
Benefits
Operational efficiency: Queue-based workload and performance are monitored in real time within the contact center.
Quality management: Key factors impacting customer satisfaction are measured through service level and answer rate.
Resource optimization: Waiting and talk times are analyzed to optimize agent scheduling and utilization.
Loss reduction: Improvement opportunities are identified by analyzing abandoned and short calls.
Outbound management: Outbound call performance is measured in detail, enabling the development of effective dialing strategies.
Setup and Usage
Steps to generate the report:
Navigate to Reporting > Call > Queue > Call Queue Performance to access the report.
The report can be easily generated with user-friendly filtering options.
Queue
Queue Group
Start–End Date
Start–End Time
Time Interval
Cumulative
You can apply the cumulative filter from the area shown in the visual.
The report is displayed by clicking the Apply button.
You can clear the filter selections by clicking the Clear icon.
The generated report can be downloaded using the Export option.
