Overview
The Queue Handle Report displays call metrics such as Talk Time, Wait Time, Hang-ups, and Abandoned Calls for the Account's Inbound Queues. Compared to the Queue Report, this report provides deeper insight into the number of calls impacted by Queue Settings, such as the 24H Recall Queue and Max Wait Time settings. It also displays whether the Caller or the Agent ended the call.
Contents
Running the Queue Handle Report
1.) Click the Reports main menu.
2.) Click the Custom Reports menu option.
The page will open on the Affiliate Conversion Report.
3.) Click the Queue Handle Report.
4.) Select a Date Range in the Date box.
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(A) Date selection: Choose a Start and End date or use the Quick Date buttons.
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Quick Date buttons allow you to auto-fill the Date fields with the range options.
- These buttons calculate based on the current date, which ensures that your Saved Report does not re-run with the same start and end date.
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Quick Date buttons allow you to auto-fill the Date fields with the range options.
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(B) Time fields: Allow you to specify Start and End time hours and minutes.
- These times are always in PST; please account for this in your selections.
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(C) Click Apply to save your chosen Dates and Times.
- Click the Apply & Run button to apply the Date Range Filters to the report and then execute the running of the report.
5.) Configure any Filters you want applied to the Report:
- 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.
6.) Configure Additional Filters as needed:
- Selected Caller IDs to Search: This drop-down allows the Admin to select specific Caller IDs for the Report.
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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.
7.) Click the Break Down tab to select Break Downs.
- Horizontal Break Downs separate the data in the table based on the chosen filter.
- Vertical Break Downs add columns to the table based on the chosen filter.
8.) Click the blue Run Report button.
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.
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.
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(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.
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(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.
Reading the Queue Handle Report
The Queue Handle 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
Graph Data
- Calls: The total number of calls made to this Queue.
- Abandon: The total number of calls where the caller hung up before reaching an Agent in each Queue.
- Afterhours: The total number of calls placed outside of the Queue's business hours.
- Max Wait Time: The total number of calls that reached the Max Wait Time in each Queue.
- 24H Recall Queue: The total number of calls routed to the 24H Recall Queue.
- Contacts: The total number of calls Dispositioned with a Contact Status in each Queue.
- Agent Ended Call: The total number of calls to each Queue ended by an Agent.
- Caller Ended Call: The total number of calls to each Queue ended by the Caller.
- Other: The total number of calls without a reason for termination.
Table Data
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Calls:
Total number of calls made to the Queue. -
Talk Time:
Total time the callers spent on a call expressed in hours, minutes, and seconds. -
Wait Time:
Total time callers spent waiting in the Queue expressed in hours, minutes, and seconds. -
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. -
Afterhours
Total number of calls received outside of the Queue's business hours. -
Max Wait Time
Total number of calls that reached the Queue's Max Wait Time. -
24H Recall Queue
Total number of calls routed to the 24H Recall Queue. -
Max Hold Time
Total number of calls that reached the Max Hold Time for each Queue. -
Contacts
Total number of calls Dispositioned with a Contact Status in each Queue. -
Agent Ended Call
Total number of calls ended by an Agent. -
Caller Ended Call
Total number of calls ended by the Caller. -
Other
Total number of calls without a termination reason. -
Abandon Percentage
Percentage of the total number of calls marked as Abandoned in each Queue. -
Afterhours Percentage
Percentage of the total number of calls received outside the Queue's business hours. -
Max Wait Time Percentage
Percentage of the total number of calls that reached the Max Wait Time for each Queue. -
24H Recall Queue Percentage
Percentage of the total number of calls routed to the 24H Recall Queue. -
Max Hold Time Percentage
Percentage of the total number of calls that reached the Max Hold Time. -
Contacts Percentage
Percentage of the total number of calls that an Agent answered. -
Agent Percentage
Percentage of the total number of calls ended by an Agent. -
Caller Percentage
Percentage of the total number of calls ended by the Caller. -
Other Percentage
Percentage of the total number of calls without a termination reason. -
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.
Note: Once a Queue is deleted, the system can still generate reports, but 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 would show the name of the List as Deleted List (ID number) and the Campaign as Deleted Campaign (ID number).