Queues Reports
Table of Contents
Introduction to Queues Reports
Queues Reports, as the name suggests, is a PBX.IM 's feature that displays report results based on the KPIs you've set under General .
How to generate the report
Go to Reports
Log into your account, navigate to the Reports section, and select 'Queue Reports.'
Once you log in you will see the full page where you can set the parameters for your report.
From Date and Time
Select the starting date and time for the report period.
To Date and Time
Select the ending date and time for the report period.
Days
Choose specific days for filtering the report. Select from the dropdown menu the specific days.
Queues
Select specific queues to include in the report. You can do it by using the dropdown option.
DID Numbers
Filter by DID (Direct Inward Dialing) numbers if needed. You can choose it from the list available.
Unique Calls Toggle
Toggle to include only unique calls in the report.
Clear Filters Button
Clear all selected filters to reset the report criteria.
Less Filters Button
Reduce the number of filter options displayed.
Create Report Button
Generate the report based on selected filters and settings.
Once you click Generate Report you will see the results color coded according to the KPIs you set under General .
Call Volume
Total number of calls received in the selected time period.
Answered Calls
Total number of calls that were answered by agents, displayed with percentage.
Abandoned Calls
Total number of calls that were abandoned by the caller, displayed with percentage.
Calls Within SLA
Total number of calls that were handled within the Service Level Agreement (SLA), displayed with percentage.
Avg. Wait Time
Average time a caller waited before being answered.
Avg. Talk Time
Average time agents spent talking with callers.
Max Wait Time
Maximum time a caller waited before being answered.
Timeout Calls
Total number of calls that timed out without being answered, displayed with percentage.
Detailed Queues Report
Below the numbers report you can see detailed report based on queues.
Name
Name of the queue being reported.
Calls
Total number of calls received by each queue.
Answered
Total number of calls answered, with percentage of total calls in parentheses.
Abandoned
Total number of calls abandoned by callers, with percentage of total calls in parentheses.
Timeouts
Total number of calls that timed out, with percentage of total calls in parentheses.
SLA
Percentage of calls that met the Service Level Agreement (SLA) criteria.
Agents
Number of agents handling calls in each queue.
Avg. Talk
Average duration of answered calls (talk time).
Avg. Wait
Average time callers waited before their calls were answered.
Max Wait
Maximum wait time experienced by callers.
Avg. Hold
Average hold time experienced by callers in each queue.
Detailed Agent Report
Another section that you can use is the one where you can see a detailed report for each agent.
Name
Name of the agent handling the calls.
Calls
Total number of calls assigned to each agent.
Answered
Total number of calls answered by the agent, with percentage of total calls in parentheses.
Missed
Total number of calls missed by the agent, with percentage of total calls in parentheses.
Talk Time
Total talk time spent on answered calls by the agent.
Avg. Talk
Average talk time per call handled by the agent.
Note that the maximum time range you can select for the report is 3 months.