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This page describes the Queue Overview report, which gathers generic statistics about answered and unanswered calls, their duration and completion in a defined time interval.

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This is the default tab displayed when accessing the the Queue Report page page. VoipNow VoipNow offers information about the queue traffic. Each of the sections available is sections available is described below.

Queue overview

This section displays the number of answered and unanswered calls out of the total number of calls received by the queue's agents:

Total answered calls: The number of calls answered by queue agents.
Total unanswered calls: The number of calls unanswered by queue agents.
Total number of calls: The total number of both answered and unanswered calls.

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Total calls ended by agent: The total number of answered calls that were normally ended by queue agents.
Total calls ended by caller: The total number of answered calls that were normally ended by the person who called the queue.
Total number of transferred calls: The total number of calls that were transferred from the queue to an extension.

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For more information on what the the Call Listing for <event> pages pages are structured, please read the the Calls Overview section section.

Call duration

This section displays general details about call duration:

Average call length (completed calls): The average call length of all the completed calls.
Average hold time (completed calls): The average time the caller had to wait in line before his call was answered by a queue agent.
Average hold time (abandoned calls): The average time spent by callers in the queue before abandoning the call.

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Average position when callers abandon: The average position of the callers in the queue when they decided to abandon the call.
Average positions advanced (abandoned calls): The average number of positions the callers advanced in the queue before they abandoned the call.
Average initialized position for completed calls: The average initial position in queue of the callers who completed the calls.

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Show statistics between <start_date> and <end_date> Stats display <representation>

Where:

<start_date>: Use the available text box or the calendar icon to specify the starting date of the time interval you want the graphics and the statistics to be displayed for. The format must be yyyy-mm-dd. Default: the first day of the current month.
<end_date>: Use Use the available text box or the calendar icon to specify the ending date of the time interval you want the graphics and the statistics to be displayed for. The format must be yyyy-mm-dd. Default: the current date.
<representation>: Choose if you want the statistics to be displayed:
- Default - The statistics will be displayed as presented above.
- Hourly - The statistics will be displayed for all 24 hours, showing, for example, the total number of calls answered by the queue agents between 1 and 2 o'clock or the average length of the calls completed between 10 and 11 o'clock.
- Daily - The statistics will be displayed for all the 31 days of a month, showing, for example, the total number of calls answered by the queue agents on the 12th or the average length of the calls completed on the 3rd.
- Weekly - The statistics will be displayed for all the 7 days of the week, showing, for example, the total number of calls answered by the queue agents on all the Mondays in the defined time interval or the average length of the calls completed on all the Fridays in the specified time frame.
- Monthly - Depending on the length of the defined time interval, if you select this option, the statistics will be displayed on a monthly basis.

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After you have decided on the time interval and on how you want the statistics to be displayed, click the the Search link link. The graphics will be updated.

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