> For the complete documentation index, see [llms.txt](https://docs.klink.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.klink.cloud/dashboard-and-reports/reporting/call-reports/queue-performance.md).

# 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="/files/OmKDNm0jEFmT2aiyfonM" alt=""><figcaption></figcaption></figure>

<br>


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.klink.cloud/dashboard-and-reports/reporting/call-reports/queue-performance.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.