You can view call queue reports with details on all inbound calls that reached the call queue and also view queue and agent stats.

You can access reports under Monitoring > Reports > Templates > Customer Experience.

Location administrators don't have access to Reports.

Queue stats

This report provides details of call queues that are set up in your organization. You can use this report to see the number of incoming calls that are in call queues and the status of these calls.

Column name	Description
Call Queue	Name of the call queue.
Location	Location assigned to the call queue.
Phone NO.	A phone number assigned to the call queue.
Extension	Extension number assigned to the call queue.
Total Hold Time	Total time that calls are placed on hold by agents.
Avg Hold Time	Average time that calls are placed on hold by agents.
Total Talk Time	Total time that agents are actively talking on calls.
Avg Talk Time	Average time that agents are actively talking on calls.
Total Handle Time	Total time that agents spent handling calls. Handle time is calculated as Total talk time + Total hold time = Total handle time.
Avg Handle Time	Average time that agents spent handling calls.
Total Wait Time	Total time that callers spent waiting for the next available agent to answer the call.
Avg Wait Time	Average time that callers spent waiting for the next available agent to answer the call.
Answered Calls	Number of calls answered by agents.
% Answered Calls	Percentage of calls answered by agents.
Abandoned Calls	Number of calls where the caller hung up or left a message before an agent became available.
% Abandoned Calls	Percentage of calls where the caller hung up or left a message before an agent became available.
Avg Abandoned Time	Average time where callers hung up or left a message before an agent became available.
Total Abandoned Time	Time where callers hung up or left a message before an agent became available.
Total Calls	Total number of incoming calls.
Calls Overflowed	Number of calls that overflowed because the queue limit is met.
Calls Timed Out	Number of calls that timed out because the wait time exceeded the maximum limit.
Calls Transferred	Number of calls that are transferred out of the queue.
Avg No. of Agents Assigned	Average number of agents assigned to call queues.
Avg No. of Agents Handling Calls	Average number of agents that actively handled calls.

Queue agent stats

This report provides details of all agents who are assigned to call queues in your organization. You can use this report to see which agent gets the most calls and information about their calling stats.

Column name	Description
Agent Name/Workspace Name	Name of the agent or workspace.
Call Queue	Name of the call queue.
Location	Location assigned to the call queue.
Total Answered Calls	Number of calls that are presented to the agent and answered by them.
Bounced Calls	Number of calls that are presented to the agent but went unanswered.
Total Presented Calls	Number of inbound calls to the agent that are distributed by the call queue.
Total Talk Time	Total time that an agent spent actively talking on calls.
Avg Talk Time	Average time that an agent spent actively talking on calls.
Total Hold Time	Total time that an agent put calls on hold.
Avg Hold Time	Average time that an agent put calls on hold.
Total Handle Time	Total time that an agent spent handling calls. Handle minutes are calculated as Total talk time + Total hold time = Total handle time.
Avg Handle Time	Average time that an agent spent handling calls.

For more details on other services report templates, custom templates and managing reports, see Reports for Your Cloud Collaboration Portfolio.