Queued Call Volume

The Queued Call Volume report is a Time Interval report. This means that the report lists performance-related queued call statistics for various time intervals (i.e., hours of day, minutes of hour, days of week, months of year, etc.). The desired time interval can be selected when running the report.

This report focuses on general group queue statistics during specified time intervals by providing visibility of queue traffic during selected time intervals. Statistics such as queued calls, queue durations, average group speed of answer, percent answered/lost, longest wait time, and average talking duration.

In addition to being a Time Interval report, this report is will also display the group statistics individually in sub-report fashion. This means that each group will be represented individually by a mini report within the report.

Screenshot

Column Descriptions


Time Interval

On this report, the default time interval is "Hours of Day." However, this column will display the time interval selected when running the report.


Queued Calls

Displays the number of calls that hit the queue for the specified group during the specified time interval


Time in Queue

Shows the total amount of time that calls spent in the queue during the specified time interval


Avg Time in Queue

Shows the average amount of time that calls spent in the queue during the specified time interval


Max Calls in Queue

This shows the maximum number of calls in queue for the specified group for the specified time interval (i.e., the highest number of calls in queue..).


Avg Group Speed of Answer

This shows the average time it took for the agents in the given Hunt group to answer their phones when an inbound call came to their group.

Group speed of answer is defined as the total duration of the ringing and queue events associated with the group or the agents in the group before the call's first talking event.


Total Answered Calls

Shows the total number of group calls answered during the specified time interval


Answered Queued Calls

Shows the total number of group calls that were answered from the queue during the specified time interval


Calls Lost in Queue

Shows the total number of calls abandoned while the caller was in the queue during the specified time interval

📘

Lost Calls

The term “lost call” is synonymous with an abandoned call. An abandoned call is an inbound call that does not end in a talking or voicemail event. In this report, this would be a call ending in queue event.

Calls Lost Outside of Queue

This shows the total number of calls abandoned while the caller was not in the queue during the specified time interval. This would signify a call that ended in an event other than a talking, voicemail, or queue event. Namely, it could be a call that ended in Auto Attendant, hold, park, ringing, etc.

📘

Calls Lost Outside of Queue

You now know that lost calls are synonymous with abandoned calls, but abandoned calls can also be calls that were at one point answered. For example, if the receiving agent answers the call, then places the calling party on hold, then the calling party hangs up while in the hold state, this would be considered an abandoned call, again, because it ended in an event other than a talking or voicemail event.


Percent of Calls Lost in Queue

Shows the percent of calls that were abandoned while the caller was in the queue during the specified time interval


Percent Answered

This shows the total percent of calls answered, meaning that the calls contained at least one talking event. This is calculated by dividing answered calls by presented calls, and is then displayed as a percent.


Longest Wait in Queue

This shows the total duration of the call with the longest wait time before being answered, which means that the call sat in a ringing event longer than others.


Avg Talking Duration

Shows the average duration of all talking events associated with the given group during the specified time interval