View Queue Reports

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The Admin Portal offers administrators access to detailed queue reports, enabling them to track and analyze activity effectively.

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Access Queue Reports

1. Log in to the Admin Portal.
2. Navigate to Reports > Queues.

Filter Queue Reports

1. Select a queue from the dropdown in the right corner of the options bar.
2. Choose a report type:

Statistics

Statistics

To generate a basic queue statistics report, enter the following:

1. Specify a Start Date (e.g., October 1, 2024), End Date (e.g., October 10, 2024), and Timezone (e.g., America/Los_Angeles) from the dropdown.

2. Click View Report to display the agent history report.

Figure 1. Viewing a statistics report.

To reorder or filter the results:

3. To reorder or filter the results:
   • Click the column headers (e.g., Report Date, Incoming Calls, Queued Calls, Missed Calls Rate, Abandoned Calls, Timeout Calls, etc.) to sort in ascending or descending order.
   • To search for specific results, type into the fields under the headers.

Alternatively, click Download Report to export agent history data as a .CSV file.

Agent History

Agent History

To generate a new report focused on agent history, enter the following:

1. Specify a Start Date (e.g., July 31, 2022), End Date (e.g., October 15, 2024), and Timezone (e.g., America/Chicago) from the dropdown.

2. Click View Report to display the agent history report.

Figure 2. Viewing an agent history report.

To reorder or filter the results:

3. To reorder or filter the results:
   • Click the column headers (e.g., Time, Caller Number, Queue Name, Talk/Hold Time, Disposition, Agent) to sort in ascending or descending order.
   • To search for specific results, type into the fields under the headers.

Alternatively, click Download Report to export agent history data as a .CSV file.

Caller History

Caller History

To generate a new report focused on caller history, enter the following:

1. Specify a Start Date (e.g., July 31, 2022), End Date (e.g., October 15, 2024), and Timezone (e.g., America/Chicago) from the dropdown.

2. Click View Report to display the caller history report.

Figure 3. Viewing an caller history report.

To reorder or filter the results:

3. To reorder or filter the results:
   • Click the column headers (e.g., Time, Caller Number, Queue Name, Talk/Hold Time, Disposition, Agent) to sort in ascending or descending order.
   • To search for specific results, type into the fields under the headers.

Alternatively, click Download Report to export caller history data as a .CSV file.

Charts

Charts

To generate the compiled charts of both agent and caller histories, follow these steps:

1. Specify a Start Date (e.g., July 31, 2022), End Date (e.g., October 15, 2024), and Timezone (e.g., America/Chicago) from the dropdown.

2. Click View Report to display the charts compilation.

Figure 4. Viewing agent and caller history charts.

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By leveraging these report options through the Admin Portal, administrators can gain valuable insights into queue activity and make data-driven decisions to optimize operations.