Queue KPI report

The queue KPI report gives you and overview of how you’re handling your inbound queues and organizes the data by the name of the inbound queue.

The default SLA's for the Queue KPI report is 20s, but can be changed if requested.

The report consists of the number of received calls, answered calls, call exits from the queue, divert failures, response rate, SLA count, Callback, Callback time, and other time-based KPI e.g. average/longest time in queue, total/average calling time & wrap-up time.

The report can be filtered by date range.