Who called, who waited, who gave up, and who answered: on a page, as a file, or by email on a schedule.
A queue without a report is just a waiting room.
For each queue
Pick today, 7, 30 or 90 days. For each queue the report shows:
- how many callers,
- how many were answered,
- how many gave up,
- how many asked for a call back,
- the average wait and the longest.
Four headline figures across all queues sit at the top.
For each agent
- calls taken, and their share of the queue's calls,
- average, longest and total talk time,
- how long their callers had waited,
- and how many calls they let ring out.
A call only counts against an agent if it rang them for the full time and nobody took it. A caller who hung up while the phone rang is not the agent's miss, and neither is a call a colleague answered first.
When it is busy
Between the two tables is a chart of the day's twenty-four hours: a bar for each hour as tall as its callers, with the part that gave up shown in red on top. Below it, the busiest hour and the hour with the longest waits are named.
Under that, a row for each day. Choose one queue, or one agent, and the chart narrows to match.
This is the chart that settles staffing. If the red is all between noon and one, the answer is about lunch breaks, not about hiring.
Take it with you
- Export as a spreadsheet file, with waits in plain seconds so they add up.
- Export as a PDF, laid out to print.
- Email it on a schedule: every day, every week, or the first of each month.
A scheduled report always covers whole days that are over, never part of today. If it cannot be sent, it is tried again for twelve hours.
The call log, too
Each call that waited in a queue says so in the call log: "Waited 2:05 in Support."