# Queue Performance

{% hint style="info" %}
'Queue Performance' report provides information about how calls are handled by queues. This topic describes the report details, and shows you a report example.
{% endhint %}

### Report details

The following table lists the related parameters for Queue Performance report.

| Parameter            | Description                                                                                                                          |
| -------------------- | ------------------------------------------------------------------------------------------------------------------------------------ |
| Total Calls          | The total number of calls that queue received.                                                                                       |
| Answered             | The total number of calls that queue answered.                                                                                       |
| Missed               | The total number of calls that queue missed.                                                                                         |
| Abandoned            | The total number of calls that callers abandoned before connecting to an agent.                                                      |
| Average Waiting Time | The average amount of time that it takes for an incoming call to be distributed to an agent.                                         |
| Max Waiting Time     | The longest time a caller waited in the queue before an agent answered the call.                                                     |
| Answered Rate        | The percentage of answered calls in relation to the total received calls.                                                            |
| Missed Rate          | The percentage of missed calls in relation to the total received calls.                                                              |
| Abandon Rate         | The percentage of abandoned calls in relation to the total received calls.                                                           |
| SLA                  | The Service Level Agreement (SLA) for the queue. SLA is the percentage of conversations answered within a predefined amount of time. |

\
**Report example**

The following report shows the performance of Queue

<figure><img src="https://420146782-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FqqwHJh6YA4uvzfFRLnoR%2Fuploads%2FfrZpCo6NCkCLGgqJANf7%2FScreen%20Shot%202023-12-19%20at%209.41.10%20PM.png?alt=media&#x26;token=1a4364b2-1478-4f8d-b961-2402aa0ef37c" alt=""><figcaption></figcaption></figure>

<br>