Last update: 29/07/2025
Access to reports is limited to users with Admin permissions. If you don’t have the necessary permissions but need access to a report, please contact your account Admin.
To find out how to download a report, check this article.
Name of the queue - The identifier or label of the specific call queue (e.g., “Support”, “Sales”), which is used to organise and route calls to specific groups or departments.
Number of incoming calls - number of calls received (answered and unanswered) by the queue, i.e. calls that were initiated by clients to a specific phone number. An incoming call to a specific number is counted as one, regardless of the number of users to whom the system offered that they answer the call.
Number of missed calls - the number of incoming calls that were not answered by any user. This means that callers did not get an answer – the call ended without speaking to a consultant.
Number of rejected calls - the number of calls that were intentionally rejected by at least one user, and ultimately did not reach the caller. Rejecting a call means that when the phone was ringing to the user, they intentionally did not accept the call (pressed the reject button).
Number of Answered Incoming Calls – This indicates the total number of incoming calls that were successfully answered by an agent.
Number of Abandoned Calls – This refers to calls where the caller hung up during the call setup process, for example, while listening to the Welcome Message, before the call was answered by an agent.
Average incoming call time [s] - the average duration of answered calls in seconds — calculated by dividing the total call time by the number of answered calls.
Total incoming calls time [s] - the cumulative time (in seconds) spent on all incoming calls that were answered.
Average answer time [s] - This is the average time from the moment the system receives an incoming call to the moment it is answered by any user. This average is influenced by factors such as user response time (call answer time), length of voice messages, and time spent by customers making selections in the IVR).
