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By Queue

On the reports by Queue, we can get a summary of all the activity in each queue with the following information:

  • Queue, Call Queue.

  • Answered Calls, total number of calls answered by the agents.

  • Abandoned Calls, total number of calls not tended by the agents and left the Queue.

  • Offered Calls, total number of calls that entered the Queue.

  • Max Callers, maximum position of a caller waiting in Queue, lower is better.

  • Answered %, percentage of answered calls with respect to the calls that entered Queue.

  • Abandoned %, percentage of calls not tended to with respect to the calls that entered Queue.

  • Avg Calls Length, average duration of answered calls.

  • Total Calls Length, total duration of answered calls.

  • Avg Calls Wainting Time, average wait time.

  • Total Waiting Time, sum of all wait times in a Queue.

  • Service Level, Service Level with respect to the value entered when creating the Queue in VitalPBX.

It is possible to see a call detail of the calls in each queue, by pressing the plus (+) symbol in front of the queue number.