# Queue Performance

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'Queue Performance' report provides information about how calls are handled by queues. This topic describes the report details, and shows you a report example.
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### 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. |

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**Report example**

The following report shows the performance of Queue

<figure><img src="/files/OmKDNm0jEFmT2aiyfonM" alt=""><figcaption></figcaption></figure>

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