Back button image

Queue caller board

The Queue caller board is designed to help you understand what is happening with your call queues. This feature may not be available with your plan.

This board is designed to help you understand what is happening with your call queues and can help you answer questions such as:

  • What are my busiest days/times so that I can staff appropriately?
  • On average, how long are our customers willing to wait for their call to be answered?
  • How many calls are we missing each day?
  • How were the calls dis-positioned by agents?

Filters and tools
There are a variety of filters available for you to use to customize the data you see on the cards:
Filters
Category Description/Options
Date range Choose from several curated options or use the calendar to enter a custom date range.
+ Filter > Queue Search through and select the desired queues.
+ Filter > Caller number Enter the desired caller phone number(s). At least 4 digits are needed for auto suggestions to populate.
+ Filter > Callback
  • Callback offered: Determine if you want to see the data for callers who were or were not offered a callback from the queue.
  • Callback requested: Determine if you want to see the data for callers who did or did not request a callback from the queue.
+ Filter > Outcome Select the desired outcome(s) you want to see.
+ Filter > Left queue reason Select the desired leave reason(s) you want to see.
+ Filter > SMS auto-reply Determine if you want to see data for callers who were sent an SMS from your account.
+ Filter > Waiting time Use the drop-down menu's to select the waiting period you want to sort by, various units are available.
+ Filter > Call duration Use the drop-down menu's to select the call duration period you want to sort by, various units are available.
+ Filter > Disposition Select the desired disposition(s) you want to see.
+ Filter > Sentiment Select the desired sentiment(s) you want to see.
+ Filter > Topics Select the desired topic(s) you want to see.
Note: Supported languages for this metric include English, Spanish, French, Portuguese, German, Italian, Chinese, Arabic, Hindi, Japanese, and Korean
+ Filter > Topic flags Select the desired topic flag(s) you want to see.
+ Filter > AI receptionist
  • AI involvement: Determine if you want to see the data for calls where an AI receptionist was included or excluded
  • AI outcome: Select the desired outcome(s) you want to see.
    • Transferred: The AI receptionist successfully transferred the call to the intended extension.
    • Handled: The AI receptionist successfully handled the call with an ability that didn't require a transfer, such as answering a question from a knowledge base or collecting info.
    • Escalated: The caller became upset, asked for a human agent, or used the escape to operator ability to reach a human agent.
    • Abandoned: The caller hung up before the call could be transferred or handled.
    • Error: The AI receptionist failed to function properly, possibly due to node failure or a missing resource.
You also have the following tools:
  • Use Save as to save custom copies of these boards with the desired filters. Once you've saved a custom board, you'll also have the option to Schedule, Update, Share, Rename or Delete that board.
  • Use Reset all to clear the filters to their default state.
  • Use Export where available to generate a .csv or print file (.pdf) of the desired data.
  • Use the settings gear to rearrange the available cards if desired.

Cards
Remember: All data visualizations will show data specific to the selected filters (and groupings where applicable). If an agent did not participate in any type of call or chat during the date range, regardless if they were logged in or not, the agent name will not appear in the graphs. Likewise, if there is no data for a given day or hour (depending on the time filter), there will be no bar displayed.
Card Description
Total calls over time Shows the total amount of calls for each day (or hour if filtered below two days).
Average call duration Shows the average length of calls for each day (or hour if filtered below two days). Call duration includes the time waiting in the queue(s) as well as the total talk time and hold time.
Note: This metric varies from the similar Average handle time metric which does not count the wait time like this metric, but rather the talk, hold, and wrap up time instead. Expect differences in the time if comparing these metrics due to the different elements included in each.
Average wait time(Formally known as Average time in queue) Shows the average time callers waited in the selected queue(s), including callback, for each day (or hour if filtered below two days).
Callback requests Summarizes callbacks, characterizing them in one of three ways:
  • Handled: Callback completed per standard workflow.
  • Pending: Callback requested and waiting for a return call.
  • Evicted: Callbacks not completed (e.g., closed queue, no agents in queue, user canceled, etc.).
Total calls by outcome Shows the total amount of calls for each day (or hour if filtered below two days), grouped by outcome.
  • Handled: Amount of callers who connected with an agent or logged in user.
  • Abandoned: Amount of callers who left the queue before speaking with an agent.
  • Pending: Callback requested and waiting for a return call.
  • Evicted: Can be categorized in one of the following ways:
    • Evicted customer: Callers dequeued due to their own actions, such as pressing * on their keypad (DTMF Exit).
    • Evicted system: Callers dequeued by the system, including actions such as exceeding the defined timeout on the queue node, and settings within the queue such as maximum callers, allowing callers into an empty queue, and removing callers when the queue has no agents.
    • Evicted user: Callers dequeued due to actions performed by a GoTo supervisor/admin, such as picking up a call, transferring a call, or cancelling a callback.
Total calls by evicted system Shows when calls are dequeued (evicted) by the system due to a maximum of callers in the queue, no available agents, or all agents leave the queue. Additionally, it shows when callers are evicted due to queue timeout.
Note: See Call queue outcomes and 'left queue' reason codes for more information.
Overall sentiment — Complete plan + AI-optimization only
Shows a percentage breakdown of positive, neutral, and negative sentiment trends of calls. AI-detected sentiment is based on call transcription, and doesn't account for voice tone, pitch, or volume.
Tip: This interactive chart allows you filter by sentiment. Select a sentiment and drill into the details to get a comprehensive view and insights of the positive, negative, or neutral sentiment.
Most mentioned topics — Complete plan + AI-optimization only

Circle size represents the volume of topics most commonly detected AI. Bolder colors indicate a more prevalent sentiment around the conversation in which the topic is mentioned. AI automatically organizes topics by frequency of occurrence and degree of semantic similarity.

Tip: This interactive chart allows you filter by topic. Select a topic and drill into the details to get a comprehensive view and insights of the positive, negative, or neutral sentiment.

Note: Supported languages for this metric include English, Spanish, French, Portuguese, German, Italian, Chinese, Arabic, Hindi, Japanese, and Korean
Queue caller summary table Shows all the above data in table form. To access the Interaction overview for a specific call, select the day and then the desired call.
Queue caller board export Allows you to download a spreadsheet (.csv or print file (.pdf)) with a complete list of call details from a selected date.

For a detailed list of the export options and the corresponding export fields and their definitions, see Export analytics reports.

Summary table
Tip: See Export analytics reports for a complete list of all the export fields for the Queue caller summary - grouped by date and Queue caller summary - grouped by queue reports.

Column header

Description
Date Date of the call summary.
Avg. wait time The average time callers waited in the selected queue(s), including callback and ring time at the agent extension.
Avg. talk duration The average talk time (including hold) in the selected queue(s).
Avg. call duration The average call time in the selected queue(s), including talk time and hold time.
Abandoned Amount of calls that had the outcome “Abandoned”.
Handled Amount of calls that had the outcome “Handled”, including completed callbacks.
Evicted Amount of the calls that had outcomes "Evicted customer", "Evicted user", or "Evicted system".
Pending Amount of outstanding calls that requested a callback and are awaiting a return call.

Details table
  1. From the Queue caller — summary table, select a date.
  2. The Queue caller — details table will appear and will show the following details for calls that occurred that day within the table.
    Tip: To access the Interaction overview for a specific call, select a call within the table.
Column header Description
Time The time of the call.
Wait time The average time callers waited in the selected queue(s), including callback and ring time at the agent extension.
Talk duration The average talk time (including hold) in the selected queue(s).
Call duration The average call time in the selected queue(s), including talk time and hold time.
Callback offered Shows if the caller was offered the option of a callback in the IVR
Callback requested Shows if the caller accepted the callback offer.
AI sentiment — Complete plan + AI Optimization only Shows an AI-generated sentiment score of positive, neutral, or negative for a call. Powered by AI Optimization
Topics — Complete plan + AI Optimization only Shows the most commonly detected topics based on AI-optimization. Powered by AI Optimization
Note: Supported languages for this metric include English, Spanish, French, Portuguese, German, Italian, Chinese, Arabic, Hindi, Japanese, and Korean
Flags — Complete plan + AI Optimization only Shows topic flag keywords and phrases detected during a call. Powered by AI Optimization
Queue Name of the queue(s).
Agent Name Displays the agent's name.
Note: The agent name may also include the device's name next to it in parenthesis. For example, "John Doe (on device name)".
Tip: See Export analytics reports for a complete list of all the export fields for the Queue caller details export report.
Chatbot Icon