Queue Daily Report

The report that breaks down a specific queue's one-day performance metrics on an hourly basis.

Metrics

• Total Calls: Number of inbound calls per hour
• Answered: Calls successfully connected to an agent
• Abandoned: Calls the customer hung up while waiting in the queue
• Wait Time: Average and maximum wait times
• Talk Time: Average hourly talk durations
• Service Level (SLA): Rate of answering within the target time

Filters

• Date
• Queue selection (required)
• Hour range

What You Can Do

• You can track queue performance hour by hour.
• You can use it as a data source for shift planning.
• You can detect deviations from your SLA targets.