CX Queue Summary Report

This report provides Queue summary details, which displays the following:

• Summary breakdown of queue data

• Queue or Queue Group based on filter selection 

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Report Description

This report only considers inbound calls:

• Table: Queue Name, Total Calls, Total Queue Time, Calls Answered, Answer Rate, Avg Time to Answer, Avg Call Time, Calls Abandoned, Abandon Rate %, Avg Time to Abandon, Exit Empty, Exit w/Key, Exit w/Timeout (The quantity of queued calls that were hung up because they exceeded the “max waiting time” setting), Callback Exit w/ Timeout (The quantity of callback calls that were hung up because they exceeded the “callback timeout” setting)

Report Filters

• Date Range.

• Active Queues

• Queues.

• Queue Groups.

Report Features

• Schedule report delivery.

• Download the report as a spreadsheet or PDF.

Available in Offering

• All Offerings