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Overview

The Queue Report provides insight into Inbound call activity and Queue performance. Additionally, Admins can track the success of their Inbound Numbers. 

Also related is the Queue Handle Report, which provides more detailed information about your Queues. 

Contents

Running the Queue Report

1.) Click the Reports main menu.

2.) Click the Custom Reports menu option.

The page will open on the Affiliate Conversion Report. 

Open Custom Reports - New.png

3.) Click Queue Report in the Common Reports list.

Open Queue Report.png

4.) Select a Date Range in the Filter Date Range box.

  • (A) Start and End Dates fields: Allow you to enter a custom date range.
  • (B) Quick Date buttons: Allow you to auto-fill the Date fields with the range options.
    • These buttons calculate based on the current date. Use them when configuring a Saved Report to prevent duplicate metrics when the system re-runs it. 
  • (C) Time fields: Allow you to specify Start and End time hours and minutes.
  • (D) Click Apply to save your chosen Dates and Times.

Report Date Range window.png

5.) Configure any Filters you want applied to the Report:

  • Filters tab:
    • Call Types: Select from the types of calls to show in the Report: 3-way, Inbound, Outbound, and Manual.
    • Users: Select from the Account Users to include in the Report.
    • Campaigns: Select from the Campaigns.
    • Queues: Select from the Queues.
    • Statuses: Select from the system and custom statuses.
    • Lists: Select from the Lead Lists.
    • Talk Time: Select from greater than and less than and enter a custom value for Talk Time to filter against.
    • Queue Wait Time: Select from greater than and less than and enter a custom value for Queue Wait Time to filter against.
    • Exclude 0 Duration Calls: Check this box to exclude all calls that lasted for 0 seconds.
    • DID Reputations: Select DID Reputations to show in the Report: Flagged or Blocked by AT&T, Flagged or Blocked By Complaints (FCC), Flagged or Blocked By T-Mobile, Flagged or Blocked by Verizon, and Not Flagged or Blocked By Any. 

Filters Tab - Queue Report.png

  • Additional Filters tab
    • Selected Caller IDs to Search: This drop-down allows the Admin to select specific Caller IDs for the Report.
    • Add Caller IDs to Search: Admins add the Caller IDs they want to use in the Selected Caller IDs to Search field.
      • (A) Country Code: Select the Country Code in this drop-down.
      • (B) Phone Number: Enter the 10-digit phone number in this field.
      • (C) Plus sign: Click this button to add the number to the available Caller IDs.

Addtional Filters tab - Selected Caller IDs.png

6.) Click the Break Down tab to select Break Downs.

  • Horizontal Break Downs separate the data in the table based on the chosen filter.

Horizontal BD Queue Report.png

  • Vertical Break Downs add columns to the table based on the chosen filter.

Vertical BD Queue Report.png

7.) Click the blue Run Report button.

Click Run Report - New.png

The Report will appear once it has finished processing. Admins can complete other tasks and will get a notification once it is ready.

Save Report

There are two options for saving your Reports. One version enables Admins to save the current results as a CSV file, while the other saves the criteria for re-running the Report.

1.) Click the Export to CSV button to download as a CSV file to your device.

Export to CSV - Q Report.png

1.) Alternatively, click the Save Report button to open the Save Report pop-out.

2.) Configure the Save Report fields:

  • (A) Name: Specify your preferred Name.
  • (B) Emails: Specify which email(s) will receive the Report.
    • i.e., admin1@emailadress.com, admin2@emailadress.com, etc.
  • (C) Frequency: Drop-down to specify a frequency for the Report to re-run and send emails.
  • (D) Time: Specify when you want your Report to be saved.
    • If not repeating this Save, then leave it at the Default of the current time.
  • (E) Click Save when complete.

Save Report - Q Report.png

Reading the Queue Report

The Queue Report consists of a graph and a detailed table. The graph visualizes each Queue's overall performance, and the table breaks down all the metrics in the graph.

 

X-axis: Queue Names

Y-axis: Number of Calls

Queue Report Graph.png

Graph Data

Each of these data points has a different colored bar:

  • Calls: The total number of calls made to this Queue.
  • Contacts: The total number of calls Dispositioned with a Contact Status in each Queue.
  • Abandon: The total number of calls where the caller hung up before reaching an Agent in each Queue.
  • Drop: The total number of calls that the Queue dropped due to no Agents being available with the following Statuses: HXFER, HOLDTO, DNCQ, AHXFER, WAITTO.

 

Table Data

  • Calls:
    Total number of calls made to the Queue.
  • Talk Time: 
    Total time the callers spent in a call expressed in hours, minutes, and seconds.
  • Wait Time:
    Total time callers spent waiting in the Queue expressed in hours, minutes, and seconds.
  • Contacts
    Total number of calls Dispositioned with a Contact Status in each Queue. 
  • Abandon
    Total number of calls marked as Abandoned due to the caller leaving the Queue before an Agent picked up. These are marked with the Status XDROP. 
  • Drop
    Total number of calls marked as Dropped by the Queue with these Statuses: HXFER, HOLDTO, DNCQ, AHXFER, WAITTO.
  • Contacts Percentage
    Percentage of the total number of calls Dispositioned as a Contact in each Queue.
  • Abandon Percentage
    Percentage of the total number of calls marked as Abandoned in each Queue.
  • Drop Percentage
    Percentage of the total number of calls marked as Dropped in each Queue.
  • Revenue
    Total Revenue for all Transactions in each Campaign is calculated based on data from Leadspedia when using a Leadspedia Plugin.
  • Returns
    Total number of Transactions that resulted in a Refund in each Campaign is calculated based on data from Leadspedia when using a Leadspedia Plugin.
  • Return Percentage
    The percentage of Transactions that resulted in a Refund in each Campaign is calculated based on data from Leadspedia when using a Leadspedia Plugin.

Note: The Returns and Revenue calculations are only available when using a Leadspedia Plugin. Otherwise, these columns will remain blank.

Queue Report Table.png

 

Note: Once the Queue is deleted, the system can still generate reports for it, but it will only display the Queue ID. (This applies to the Queue Report and Queue Handle Report.)

If a List or a Campaign were deleted, you could still run a report, but it will show the name of the list as Deleted List (ID number) and the campaign as Deleted Campaign (ID number).

 

 

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