Queue Performance Report

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.

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