Using the Call Queue Reports Dashboard

Introduction

The Call Queue Reports dashboard shows how your inbound call queues are performing. It reports live waiting calls and agent activity, plus historical figures such as offered, answered, and abandoned calls. All data comes from your call-queue logs, so it reflects real queue events rather than estimates.

This dashboard is for administrators. The menu item and the page are only available to admin users. It combines a live queue view, a per-call log, agent stats, and abandoned-call charts in one place.

Key Benefits

• Live queue view that refreshes every 10 seconds while you view today, showing who is waiting and which agents are online.
• At-a-glance KPIs for offered, answered, abandoned, average wait, and SLA percentage.
• Per-queue health flagged as Critical, Warning, or Healthy using SLA and wait-time thresholds.
• Detailed call log you can filter by outcome, queue, and caller, then export to CSV.
• Abandoned-call charts that compare offered versus abandoned volume and split calls by outcome.

Where to Find It

Open the sidebar and select Call Queue Reports. This item only appears for admin users.

The page title changes with the view. The live view is titled Inbound Call Queues. The log view is titled after the selected outcome (for example, Abandoned calls).

How to Set the Date Range

The dashboard opens on today. You can choose a preset or set exact dates. All ranges use your own local calendar, which may differ from the call center’s timezone if you are in another region.

1. Select a preset tab: Today, Yesterday, 7 days, 30 days, or This month.
2. Or set a custom range with the From and To date pickers. Neither can be set to a future date.
3. The To date cannot be earlier than the From date. If you set it earlier, it snaps to match the From date.

Live features only run when your range is exactly today (a single day that reaches the current moment). Any multi-day or past range is treated as purely historical: no live refresh and no waiting-calls section.

Reading the KPI Strip

A row of tiles sits at the top of both views. Several tiles are clickable and jump to a matching view.

1. Waiting now (today) or Queues (historical) — total callers waiting, or the queue count. Turns amber when callers are waiting. Opens the live view.
2. Active calls — calls in progress today, or — for historical ranges. Not clickable.
3. Offered — total calls offered. Opens the log filtered to all calls.
4. Answered — total answered. Opens the log filtered to answered.
5. Abandoned — count and rate, shown as n (rate%). Turns red when above zero. Opens the log filtered to abandoned.
6. Avg wait — average wait time. Not clickable.
7. SLA <seconds>s — percentage of calls answered within the SLA target. Green at 80% or higher, otherwise amber.

The Live (Waiting) View

The waiting view has a queue list on the left and a queue detail panel on the right.

Queue list and cards

Each queue appears as a card with a colored left border and dot for its health. The large number is Waiting for today, or Offered for historical ranges. Cards can also show a Longest wait label, an active label, and an agent count. Use the Filter queues… box to match a queue by name or number.

Queue detail

The detail panel shows a health label (Critical, Warning, or Healthy) and per-queue KPI tiles: Offered, Answered, Abandoned, SLA <seconds>s, Avg wait, and Avg talk. When viewing today with live activity, a Live calls section lists active calls (with an ON CALL label and the connected time) and waiting callers (with queue position, wait time, and a Take call button).

Agents

The agents section is titled Agents today for today, or Agents otherwise. Each agent row shows initials, a presence dot (today only), an Online or Offline label, and two stats: Answered and Avg talk. Average ring time and no-answer counts are deliberately not shown, because repeated ring events make them misleading.

The Call Log View

The log view lists individual calls for the selected range. Filter and search it, then export if needed.

1. Choose an outcome filter: All, Answered, Abandoned, or Missed. Each filter shows a count next to it.
2. Optionally narrow to one queue with the All queues dropdown.
3. Optionally type in Search caller or number… to match on the caller number or agent.
4. Select ⭳ CSV to export the currently filtered rows.
5. Click any row to open the Call details panel.

The table columns are Time, Caller, Queue, Status, Wait, Talk, Agent, and SLA. For answered calls the SLA column shows ✓ when the wait met the target or ✗ when it breached; other outcomes show –. Transferred calls show both agents in the Agent column.

Abandoned charts

When you select the Abandoned filter and there is data, two charts appear: Offered vs Abandoned (columns for offered and abandoned, plus an Abandon % line) and an Outcome split donut (Answered, Abandoned, Missed). Single-day ranges group by 30-minute segments; multi-day ranges group by day.

Call details panel

Clicking a row opens the Call details panel on the right, showing the call’s outcome, three stat tiles (Time to answer or Time in queue, Talk time, and SLA shown as Met or Breach), any transfer details, a ▶ Play recording button, an optional ☎ Call back button for abandoned calls, and a Call timeline. The recording loads only once you select Play recording.

How the Live Refresh Works

When your range is exactly today, the dashboard polls for updates every 10 seconds. Each refresh updates the waiting callers, active calls, agent online status, and queue membership. The poll stops automatically when you change the range to anything other than today, or when you leave the page.

Settings Reference Table

Understanding SLA and Queue Health

The SLA target defaults to 20 seconds when a queue has no specific value set. The SLA percentage is the share of offered calls answered within that target. Per-queue health is calculated from live and historical data:

• Critical — SLA below 75%, or the longest current wait is at least nine times the SLA.
• Warning — SLA below 85%, or the longest current wait is at least three times the SLA, or three or more callers are waiting.
• Healthy — none of the above conditions are met.

For historical ranges there are no live waiting callers, so health depends only on the SLA percentage bands.

Troubleshooting

• No live calls or refresh: live features only run when the range is exactly today. A multi-day or past range shows historical data only, and the KPI tiles show Queues and — instead of live counts.
• Selected a range wider than 31 days: the report returns only the most recent 31 days. There is no on-screen warning, so check the dates if figures look short.
• “Today” looks off by a day: presets use your local calendar. If you are in a different timezone from the call center, your “today” may not match theirs.
• “Failed to load call detail.” in the Call details panel: the call details could not be retrieved. Close and reopen the panel, or reload the page.
• “Recording not available.”: no recording was found for that call, or it could not be loaded.
• An in-progress call is missing from a filter: active calls have no dedicated outcome filter. They appear only under All and are not counted in Answered, Abandoned, or Missed.

FAQs

• Who can see this dashboard? Admin users. The menu item and page are shown only to admins.
• How often does the live view update? Every 10 seconds, but only while you are viewing today.
• What counts as an answered call? Calls completed by an agent or caller, and completed transfers. A transferred call is counted as answered.
• What does the “Missed” filter show? Calls that left the queue on timeout.
• What’s the longest range I can report on? 31 days. Wider selections return the most recent 31 days.

Related Articles

• Monitoring, Taking, and Calling Back Queue Calls
• Configuring Call Queues
• Setting a Queue SLA Target