Queue Performance

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

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