Queue Performance Report

overview the queue performance report provides a detailed summary of queue level performance metrics such as average handling time (aht) , average wait time (awt) , average talk time (att) , and service level (sla) it covers all inbound and transferred to campaign calls that reached the automatic call distributor (acd) during a given time interval this report helps contact center supervisors evaluate queue efficiency , monitor agent responsiveness , and identify customer wait time trends to improve service quality purpose use this report to track real time queue performance and sla compliance compare answered vs abandoned calls per queue evaluate agent efficiency in handling and wrapping up calls identify bottlenecks caused by long wait or hold durations optimize queue staffing and call routing for better service delivery report fields column name data type definition campaign name string name of the campaign under which the queue operates queue name string name of the queue receiving inbound or transferred calls note this field may appear blank for campaign calls handled directly without a queue answer level % percentage the percentage of calls answered by agents compared to total calls received in the queue formula (total answered calls ÷ total received calls) × 100 sla within target (%) percentage percentage of calls answered within the defined threshold time (default 20 seconds, configurable in admin console) short calls (talk time <10 seconds) are excluded from sla calculations formula (connected calls within target ÷ total calls reaching acd) × 100 service level after target (%) percentage percentage of calls answered after exceeding the target threshold time helps identify how many calls are delayed beyond sla unique agents number number of unique agents staffed in the queue during the reporting period total received calls number total calls received in the queue, including inbound and transferred calls formula connected calls + abandoned at acd + abandoned at ringing avg user setup time duration average time taken by agents’ extensions to start ringing after a call is routed to them avg customer ringing time duration average ringing duration on the customer’s side before the call connects for inbound and transferred calls, this value should be zero avg wait time duration average customer waiting duration in the queue before being answered avg talk time (att) duration average agent talk time per call formula total talk time ÷ total calls answered avg hold duration duration average duration customers were placed on hold by agents in the queue avg acw duration duration average after call work (acw) duration for connected and disconnected calls in the queue avg speed of answer (asa) duration average time taken for calls to be answered after reaching the queue includes wait time + ringing time formula (total wait time + total agent ringing time) ÷ total answered calls avg abandoned time duration average time customers waited before disconnecting their call while in queue formula (total wait time + total ringing time for abandoned calls) ÷ total abandoned calls total wrapped calls number total number of calls completed and wrapped up by agents within the given interval metric definitions and notes threshold (target time) the default sla threshold is 20 seconds , but it can be configured in the admin console acd (automatic call distributor) a system that intelligently routes incoming calls to available and suitable agents based on predefined logic (skills, priority, etc ) special case handling short calls (<10 seconds talk time) are included in both answered and abandoned call counts for sla context re acd calls if a call is re routed to another queue due to timeouts or unavailable agents, the cumulative wait time across all queues is considered for total awt abandoned ringing calls calls disconnected while the agent’s phone was still ringing are also counted under “abandoned calls ” key metrics formulas metric formula answer level % (total answered calls ÷ total received calls) × 100 sla within target % (connected calls within sla ÷ total calls to acd) × 100 service level after target % (calls answered after sla ÷ total calls to acd) × 100 avg talk time (att) total talk time ÷ total answered calls avg wait time (awt) total wait time ÷ total received calls avg speed of answer (asa) (wait time + ringing time) ÷ answered calls avg abandoned time (wait time + ringing time for abandoned calls) ÷ abandoned calls average handling time (aht) (talk time + hold time + acw time) ÷ answered calls example scenario a queue receives 100 calls during a 30 minute interval 80 calls are answered 15 are abandoned in queue 5 are abandoned while agent phones were ringing target sla 20 seconds metric value total received calls 100 total answered calls 80 total abandoned calls 20 sla within target % 72% avg wait time 18 seconds avg talk time 2 minutes 45 seconds avg handling time 3 minutes 25 seconds unique agents 8 interpretation the queue is performing well within sla, but the abandoned calls suggest a potential understaffing or high concurrent load during peaks example report campaign name queue name answer level % sla within target (%) service level after target (%) unique agents total received calls avg user setup time avg customer ringing time avg wait time avg talk time (att) avg hold duration avg acw duration avg speed of answer (asa) avg abandoned time total wrapped calls techassist inbound techqueue 1 84% 78% 6% 15 320 00 02 00 00 00 22 00 03 12 00 02 20 00 00 45 00 18 00 25 305 techassist inbound techqueue 2 81% 76% 5% 14 295 00 03 00 00 00 28 00 03 25 00 02 45 00 00 50 00 21 00 30 278 custcare main custcare q1 89% 83% 6% 20 410 00 02 00 00 00 20 00 02 58 00 02 10 00 00 40 00 17 00 22 395 custcare main custcare q2 87% 80% 7% 18 380 00 03 00 00 00 25 00 03 00 00 02 25 00 00 43 00 20 00 28 365 loandesk loanqueue main 75% 68% 7% 12 270 00 04 00 00 00 35 00 03 40 00 03 05 00 00 55 00 28 00 40 250 billing2025 billqueue main 83% 77% 6% 16 340 00 02 00 00 00 23 00 03 05 00 02 15 00 00 48 00 19 00 27 325 traveldesk travel q 88% 82% 6% 10 310 00 02 00 00 00 18 00 03 10 00 02 00 00 00 42 00 16 00 20 295 insurance claims claims hotline 79% 72% 7% 13 290 00 03 00 00 00 30 00 03 25 00 03 10 00 00 55 00 25 00 33 270 retention desk retention q 85% 78% 7% 11 265 00 02 00 00 00 27 00 03 00 00 02 20 00 00 50 00 21 00 29 250 payments & refunds paymentqueue 90% 85% 5% 9 220 00 02 00 00 00 16 00 02 55 00 02 05 00 00 40 00 14 00 18 210 interpretation techassist inbound (techqueue 1) — sla compliance of 78% , meaning 78% of calls were answered within 20 seconds; abandonment rate ( 16%) suggests mild congestion during peaks loanqueue main — lower sla (68%) and highest avg wait time (35s); optimization or reallocation of agents may be needed paymentqueue — strongest performance across all metrics with 90% answer level and avg abandoned time 18s , showing excellent queue management custcare q1/q2 — balanced load with avg wait time under 25 seconds , maintaining a stable sla (80%+) best practices monitor answer level % and sla within target % daily to ensure service consistency investigate avg abandoned time to identify long wait durations track avg hold duration and acw duration to optimize post call productivity use avg speed of answer (asa) as a real time kpi for queue efficiency rebalance agent allocation across queues if service level after target % is high compare aht vs att to detect workflow inefficiencies