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Queue Caller Board

The Queue Caller board is designed to help you understand what is happening with your call queues. Learn how to view call details, listen to recordings, and export call details for a specific phone call.

Accessing the Queue Caller Board
  1. Sign in at https://app.goto.com.
  2. In the left navigation menu, select Analytics.
  3. Select Queue Caller from the list of boards.
  4. Select your desired date range at the top of the Queue Caller board to see related data.

Queue Caller Board Details and Information
The Queue Caller board is designed to help you understand what is happening with your call queues and 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 dispositioned by agents?
Within the Queue Caller board, you have access to the following cards:
Queue Caller Cards
Card Definition
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.
Average time in queue Shows the average time callers waited in the selected queue(s) for each day (or hour if filtered below two days).
Total calls by outcome Shows the total amount of calls for each day (or hour if filtered below two days), grouped by outcome.
  • Evicted Customer: Callers removed from the queue due to their own actions, such as requesting a callback or pressing * on their keypad.
  • Evicted System: Callers removed from the queue 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 removed from the queue due to actions performed by a GoTo supervisor/admin, such as picking up a call, transferring a call, or removing a callback.
  • Timed out: Amount of callers removed from the queue by the system because the defined timeout on the queue node of the dial plan expired.
  • 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.
Queue caller summary table Shows all the above data in table form and access to Conversation Review. Choose a specific day to drill into the individual call details.
Queue caller summary table Shows all the above data in table form and access to Conversation Review. Choose a specific day to drill into the individual call details.
Queue Caller Board export Allows you to download a spreadsheet (.csv) with a complete list of call details from a selected date. Choose from one of the following export options
  • Queue Caller Detail
  • Queue Caller Summary
  • Queue Caller Summary - by Queue

For a detailed list of the export options and the corresponding export fields and their definitions, please refer to the Exporting the Queue Caller Board section in this article.

To learn more about all the Contact Center Analytics and other available boards, please see What data does the Contact Center Analytics provide?.

Conversation Review

Within the Queue Caller — Summary table, you are able to access Conversation Review, which is designed to enhance the ability to analyze customer interactions and improve overall service quality. Conversation Review provides a comprehensive view of call details, recording playback, interaction journey, notes and call transcript.

Accessing Conversation Review

  1. Navigate to the Queue Caller — Summary table within the Queue Caller board.
  2. Select a specific day in the Date column.
  3. Select the desired call to drill into the individual call details.

What details does Conversation Review provide?

Conversation Review provides call details such as:

Choices Description
Call Recording Playback Access call recordings directly from the Conversation Review. This new functionality eliminates the need to navigate to the old Call Reports portal, making it quicker and more convenient for you. You can control playback with options such as play, pause, rewind 10 seconds, forward 10 seconds, and utilize the slider to move to any point in the call recording.
Overview The Overview tab presents essential call details, including start time, end time, call duration, outcome, agent involvement, last agent engaged, disposition, and associated tags. This consolidated information provides a quick snapshot of each call, helping you identify key metrics and patterns.
Interaction Details The Interaction Details tab showcases the complete call journey from start to finish. This comprehensive view allows for troubleshooting, valuable insights into the customer journey, and a better understanding of the overall experience. The supported events include
  • Call started
  • Ringing/connecting to an agent
  • Agent connection
  • Warm transfer
  • Dial plan nodes
  • Queue details
  • Hold placement
  • Call resumption after hold
  • Blind transfer
  • Callback
  • Leave reason
  • Voicemail reached
  • Hang up
  • Who hung up
  • Actual wrap
Each event is accompanied by relevant supporting data such as timestamp, duration, agent name, and extension.
Notes The Notes tab captures any relevant annotations made during the call, ensuring important details and observations are easily accessible and documented for future reference.
Transcript Experience the convenience of reviewing the call transcript between the caller and business. We have implemented a distinct "caller" versus "other participants" UI, allowing you to quickly analyze the conversation and gain insights efficiently.
Note: You must enable record incoming calls, dual-channel recording, and recording transcription in your call recording settings to get the transcript.
Export Directly export the Interaction Details view as a .csv file. The exported file contains the ConversationSpaceID, enabling you to identify specific calls and integrate data with other tools or reports.

Exporting the Queue Caller Board
  1. Select the Export CC Analytics icon on the top right of the Queue Caller board.
  2. Select the file type.
  3. Select which report you would like to export. Choose from
    • Queue Caller Summary - grouped by date
    • Queue Caller Summary - grouped by queue
    • Queue Caller Details

See what is included in each export below.

Queue Caller Summary - grouped by date
Queue Caller Summary - grouped by date
Term Definition
Start time Start date and time of the report (as it is today)
Start time [timezone name] Same as current column "Start time" but in timezone of PBX
End time End date and time of the report (as it is today)
End time [timezone name] Same as current column "End time" but in timezone of PBX
Total calls count Total number of calls
Handled count Amount of calls that had the outcome “Handled”
Handled % Percentage of handled calls. Handled / Total Calls * 100
Total talk duration (s) Total talk duration in seconds
Average talk duration (s) Average talk duration in seconds
Average speed of answer (s) Average time taken to answer an inbound call once it enters a queue (only for calls that are answered)
Longest wait for answer (s) MAX time in queue for a call with the LeaveReason of answered in seconds
Abandoned count Amount of calls that had the outcome “Abandoned”
Abandoned % Percentage of abandoned calls. Abandoned / Total Calls * 100
Average time to abandon (s) The average time in queue for calls that have the LeaveReason of abandoned in seconds
Longest wait before abandon (s) MAX time in queue for a call with the LeaveReason of abandoned in seconds
Abandon SMS sent count Count of how many SMS were sent for abandoned calls
Evicted customer count Count of the outcome “Evicted customer”
Evicted customer % Percentage of calls that were evicted customer. Evicted customer / Total Calls * 100
Evicted system count Count of the outcome “Evicted system”
Evicted system % Percentage of calls that were evicted system. Evicted system / Total Calls * 100
Evicted user count Count of the outcome “Evicted user”
Evicted user % Percentage of calls that were evicted user. Evicted user / Total Calls * 100
Average time in queue (s) Average amount of time spent in the queue in seconds
Average agent ring time (s) Average duration of the agent ring time
Average call duration (s) Average call duration in seconds
Service level % Percentage of calls answered within 20 seconds
Timed out count LEGACY Count of how many calls had the old outcome of “Timed out”
Evicted count LEGACY Count of how many calls had the old outcome of “Evicted”

Queue Caller Summary - grouped by queue
Queue Caller Summary - grouped by queue
Term Definition
Queue Name of the queue
Total calls count Total number of calls
Handled count Amount of calls that had the outcome “Handled”
Handled % Percentage of handled calls. Handled / Total Calls * 100
Total talk duration (s) Total talk duration in seconds
Average talk duration (s) Average talk duration in seconds
Average speed of answer (s) Average time taken to answer an inbound call once it enters a queue (only for calls that are answered)
Longest wait for answer (s) MAX time in queue for a call with the LeaveReason of answered in seconds
Abandoned count Amount of calls that had the outcome “Abandoned”
Abandoned % Percentage of abandoned calls. Abandoned / Total Calls * 100
Average time to abandon (s) The average time in queue for calls that have the LeaveReason of abandoned in seconds
Longest wait before abandon (s) MAX time in queue for a call with the LeaveReason of abandoned in seconds
Abandon SMS sent count Count of how many SMS were sent for abandoned calls
Evicted customer count Count of the outcome “Evicted customer”
Evicted customer % Percentage of calls that were evicted customer. Evicted customer / Total Calls * 100
Evicted system count Count of the outcome “Evicted system”
Evicted system % Percentage of calls that were evicted system. Evicted system / Total Calls * 100
Evicted user count Count of the outcome “Evicted user”
Evicted user % Percentage of calls that were evicted user. Evicted user / Total Calls * 100
Average time in queue (s) Average amount of time spent in the queue in seconds
Average agent ring time (s) Average duration of the agent ring time
Average call duration (s) Average call duration in seconds
Service level % Percentage of calls answered within 20 seconds
Timed out count LEGACY Count of how many calls had the old outcome of "Timed out"
Evicted count LEGACY Count of how many calls had the old outcome of "Evicted"

Queue Caller Details
Queue Caller Details
Term Definition
Start time Date and time of the queue entry in UTC (as it is today)
Start time [timezone name] Same as current column "Start time" but in timezone of PBX
Conversation Space Ids Unique identifier of a call (conversation space)
Leg Id Identifier of the leg of the participant in the call
Caller Name - Number The caller name / number
Dialed number The number the customer dialled
Dialed number name The name of the number the customer dialled
Queue Name of queue
Time in queue (s) Time spent waiting in the queue in seconds
Outcome The outcome of the call (based on the new categories)
Left queue reason The detailed reason of the LeaveReason. Sub-category of outcome
Talk duration (s) Talk time (including hold) in seconds
Call duration (s) Time in queue + Talk duration
Agent Name Name of the agent that handled the call
Agent ring time How long the agent phone was ringing before the call was answered
Disposition Agent disposition that was logged at the end of the call
SMS Sent If the call was abandoned, was an SMS sent to the caller phone number
In SLA Was the call answered within a hardcoded queue SLA of 20 seconds
Media type “phone”
Direction “inbound”
Outcome LEGACY The outcome of the call based on the old categories