Call Queue Report
Overview
The 'Call Queue' reports deliver clear insights into call queue performance, helping optimise customer service. It provides historical data on call volumes, wait times, abandonment rates, and agent activity, empowering managers to improve call handling and ensure customer satisfaction.
Downloadable as CSV for further analysis, this report is a must-have for streamlining operations.
Key Benefits:
- Monitor call queue efficiency with metrics like wait times and lost calls.
- Adjust staffing or routing based on real-time and historical trends. (When used in combination with the existing live queue dashboard..
- Enhance customer experience by reducing delays and improving response rates.
- Export data for tailored reports or integration with other tools.
Usage
Report results can be filtered by tweaking the options provided.
- Select any date/time period up to 31 days.
- Select a Call Queue from the drop-down list.
Click the 'Update' button to generate the report.
Click 
to download a copy in CSV format.
Tip
If you need even more specific time period, then enable the 'Advanced Options' menu.
Summary Report
| Column Name | Description |
|---|---|
| QueueName | The name of the Call Queue. |
| CallDate | The date this report is valid for. |
| TotalCalls | Total number of calls for the day |
| TotalCallAnsweredInQueue | The total number of calls there were answered as part of this call queue. Note: If they were answered outside of the queue they will not be counted here. |
| TotalCallTimedOutOrExit | The total number of calls that were not answered as part of this call queue. |
| TotalVoicemail | Total count of all calls as part of this call queue that ended with the caller at Voicemail. |
Detailed Report
| Column Name | Description |
|---|---|
| CallGUID | The Call GUID is a Global Unique Identifier for that call. |
| CallDateTime | The Date and Time for the call. |
| CallDuration | The Duration of the Call including setup and ring time. |
| OriginNumber | The number of the Caller, if known. |
| TargetNumber | The Number that was called. |
| CallQueueName | The name of the Call Queue. |
| TotalUniqueUsersCount | A count of all users who spoke on the call. Note: This will include call transfers within the PBX but not externally. |
| TotalTalkTimeAllUsers | The aggregate talk time for all Users talking on calls to the Target Number. |
| CallTimeToAnswer | How long the caller spent waiting to be answered. Note: This includes any setup time along with system messages,etc. |
| UserTimeToAnswer | How long the answering users phone rang before the call was answered. |
| FirstUserToAnswer | The extension number of the user that received the call. If more than one user spoke on the call, this is the first user who spoke. |
| FirstUserName | The name of User as set up in the configuration of myCloudPBX. |
| CallAnsweredInQueue | If the call was answered while ringing in the Call Queue, this will show as 1. |
| CallTimedOutOrExit | If the call flowed through to another activity or the caller pressed 1, this will show as 1. |
| Voicemail | If the caller ended up at Voicecmail, this will show as 1. |
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