--- title: Queue Performance Report slug: contact-center/queue-performance-report docTags: createdAt: 2025-10-21T13:24:11.602Z --- ### 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.