Report date ranges that include current or future dates will have incomplete data due to when reports are refreshed. We strongly recommend selecting a date range that only includes past dates.
Time - The time interval at which all data is referenced.
Calls Queued - The number of calls that entered the specified queue(s). This is the total calls from answered calls, rolled over calls, abandoned calls, callbacks requested, and callers who skipped queues.
Answered Calls—This is the number of calls that were answered out of the total number of calls that entered the specified queue(s).
Rolled Over Calls - Of the total number of calls that entered the specified queue(s), this is the number of calls that timed out and continued to the next step in the call route.
Abandoned Calls - The number of calls that came into the specified queue(s) but the caller hung up before it was answered.
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Abandoned calls include any instance when the caller:
Selects 8 to skip the queue.
Selects 9 to request a callback.
Hangs up while the agent is being alerted of an inbound call.
Callbacks Requested - The number of times a caller pressed 8 to receive a callback while waiting to answer their call.
Left Queue - The number of callers who opted to skip the specified queue(s) and be routed to a voicemail box or other call route step.
Lead Calls - The number of calls that either entered the queue as an Unknown number and were dispositioned as a Lead or that entered the specified queue(s) as a recognized Lead.
Customer Calls - The number of calls that entered the specified queue(s) as a recognized Customer.
Other Calls - The number of calls that entered the specified queue(s) not categorized as a Lead or Customer.
Unprocessed Calls - The total number of calls that were either answered or left a voicemail but were not dispositioned as a Lead, Customer or Other.
Avg Time to Answer - The average duration before a call is answered in the specified queue.
Longest in Queue - Of all calls waiting in the queue during the given time interval, this is the duration of the call that has been waiting the longest, excluding callbacks.