The Call Queue Performance Report lets you analyze queue-based performance metrics for inbound calls in your contact center. With this report, you can monitor key performance indicators such as answer rate, service level, waiting times, and talk times for each queue in detail.
Menu path: Reporting > Call > Queue > Call Queue Performance
Purpose and features
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: Monitor queue-based workload and performance in real time.
Quality management: Measure key factors that impact customer satisfaction through service level and answer rate.
Resource optimization: Analyze waiting and talk times to optimize agent scheduling and utilization.
Loss reduction: Identify improvement opportunities by analyzing abandoned and short calls.
Outbound management: Measure outbound call performance in detail to develop effective dialing strategies.
Report columns
Column Name | Description and Calculation Method |
Queue | Shows the name of the queue in which the calls took place. |
Date | Shows the date and time interval to which the data belongs. |
Calls (Offered) | The total number of calls that entered the queue. |
Short Calls | Calls that ended while waiting in the queue in less than the defined threshold (e.g., 5 seconds). |
Answered | The number of calls answered by an agent. |
Answer Rate (AR) | Shows what portion of the total incoming calls was answered. |
Answer Rate 2 (AR2) | The net answer rate calculated by excluding short calls. |
Answered within SL | The number of calls answered within the defined target time (Service Level Threshold). |
Service Level (SL) | The ratio of calls answered within the target time to the total number of calls. |
Service Level 2 | The service level calculated by excluding short calls. |
AHT (Average Handling Time) | Shows how long a call lasts on average (talk time, hold time, etc.). |
Abandoned | Calls that ended while waiting in the queue without being connected to an agent. |
Waiting Time | The total waiting time of all calls that waited in the queue. |
Average Waiting | The average time a call spent in the queue. |
Talk Time | The total talk time of the calls answered in the queue. |
Average Talk | The average talk time of a call. |
Local Disconnect | The number of calls terminated by the agent (before the customer hung up). |
Dequeue | Indicates whether the call overflowed or was transferred from one queue to another (1 or 0). |
Answer Speed | Shows how quickly calls were answered on average. |
Maximum Waiting | Shows the duration of the call that waited the longest in the queue during the relevant interval. |
Generating the report
Go to Reporting > Call > Queue > Call Queue Performance.
Set the filtering options:
Queue
Queue Group
Start–End Date
Start–End Time
Time Interval
Cumulative
Optionally, apply the Cumulative filter from the filter area.
Click Apply to display the report.
To clear the filter selections, click the Clear icon.
To download the generated report, use the Export option.
