Details

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  • Module Location: Reports > Queue Calls Report

Text Tutorial

The QuBe Queue Calls Analytics module is used to view the statistics of the calls that have entered a queue in the PBX. The statistics are broken down by successful calls and failed calls as well as queue and agent statistics. The purpose of this module is to manage call centers or offices with many employees that use the queue to manage call flows and incoming callers.

System Usage

Calls

  • Records Filter
  • Date
    • Enter the date from and date to for results
  • Queue
    • Select one or multiple queues for results​
  • DID Number
    • Select one or multiple DIDs for results
  • Total Calls
  • Success
    • Listed under quantity is the total number of successful calls
  • Failed
    • Listed under quantity is the total number of failed calls
  • Total
    • Listed under quantity is the total number of calls
  • Successful Calls
  • Blind Transfer
    • Listed under quantity is the total number of blind transfer calls
  • Complete Agent
    • Listed under quantity is the total number of completed calls by agent
  • Complete Caller
    • Listed under quantity is the total number of completed calls by caller
  • Failed Calls
  • Abandon
    • Listed under quantity is the total number of abandoned calls
  • Exit with timeout
    • Listed under quantity is the total number of calls exited without timeout
  • Daily Statistic
    • As shown in column chart form, the total number of calls completed daily
    • As shown in pie chart form, the total number of calls failed and succeeded
  • Hourly Statistic
    • As shown in column chart form, the total number of calls completed hourly
    • As shown in pie chart form, the total number of calls failed and succeeded


Successful Calls

  • Records Filter
  • Date
    • Enter the date from and date to for results
  • Queue
    • Select one or multiple queues for results
  • DID Number
    • Select one or multiple DIDs for results
  • Total Succeeded
  • Complete Caller
    • The number of succeeded calls that was completed with caller
  • Complete Agent
    • ​The number of succeeded calls that was completed with agent
  • Exit with Key

  • Attended Transfer

  • Transfer

  • Blind Transfer

  • Average Wait Time
  • Average Wait Time
    • The average wait time for successful calls
  • Average Ring Time
    • The average amount of time the call rings before answered
  • Average Call Time
    • The average amount of time a call lasts
  • Calls by DID, Queue, and Agent
  • Calls by Queue
    • Listed by queue shows the quantity, wait time, ring time, and call time of calls
  • Calls by DID
    • Listed by the DID shows the quantity, wait time, ring time, and call time of calls
  • Calls by Agent
    • Listed by the agent shows the quantity, wait time, ring time, and call time of calls


Failed Calls​

  • Records Filter
  • Date
    • Enter the date from and date to for results
  • Queue
    • Select one or multiple queues for results
  • DID Number
    • Select one or multiple DIDs for results
  • Total Failed
  • Abandon

  • SysCompat

  • Exit with Timeout

  • Exit empty

  • Average Wait Time
  • Abandon

  • SysCompat

  • Exit with Timeout

  • Exit empty

  • Abandoned Calls
    • All abandoned calls are shown by a column chart. Hover over each column to view the exact number of calls
  • Failed Calls by DID and Queue
  • Failed by Queue
    • Listed by queue shows the quantity and average wait time
  • Failed by DID
    • Listed by DID shows the quantity and average wait time

  • Queue Statistics

  • Queue
  • Select the queue to view the statistics of selected queue
    • Total Failed
      • Listed by total calls, total failed calls, and total calls. Each total is then further detailed by the quantity, the wait time, and the call time
    • Success Calls
      • Listed by Blind Transfer and Completed Call by Agent. Each type of successful call is separated by total quantity, total wait time, total ring time, and total call time
    • Failed Calls
      • Listed by Abandoned Calls and Exit with Timeout Call. Each type of Failed call is separated by total quantity and total wait time
    • Calls by DID
      • Listed by DID number. Each DID is broken down by successful calls, failed calls, wait time, ring time, call time, and failed wait
    • Calls by Agent
      • Listed by agent name. Each agent is broken down by quantity, wait time, ring time, and call time
  • Records Filter
    • Date
      • Enter the date from and date to for results
    • Queue
      • Select one or multiple queues for results
    • DID Number
      • Select one or multiple DIDs for results

  • Agent Statistics

    • Agent Name
    • Select the agent to view the statistics of specified agent
      • Total success
        • The successful calls are listed by quantity, wait time, and call time
      • Success Calls
        • Listed by Completed by agent, blind transfer, and completed by caller. Each type of call is broken down by quantity, wait time, ring time, and call time
      • No Answer on Ring
      • Calls by DID
        • Listed by DID, each DID is broken down by quantity, wait time, ring time, and call time
      • Calls by Queue
        • Listed by Queue, each Queue is broken down by quantity, wait time, ring time, and call time
    Queue Analytics Module Screen