Details

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  • Module Location: Reports > Queue Calls Report

Text Tutorial

The QuBe Queue Calls Reports module is used to search through all incoming calls in the PBX that have gone through the queue module. You can break down calls by date and DID number just like you can in the CDR Reports module however in the Queues Calls Report module you can also view the call reports by queue, as well as other specifications.

System Usage

Records Filter

  • Date
    • Enter the date from and date to for records filter
  • Queue
    • Select one or multiple queues to view in the records
  • Agent Number
    • Select one or multiple agent numbers to view in the records
  • Agent Name
    • Select one or multiple agent names to view in the records
  • Caller Number
    • Enter the full 10 digit caller number to view in the records
  • DID Number
    • ​Select one or multiple DID numbers
  • End Reason
    • Select one or multiple reasons for why the call ended to view in the records

Report

  • Call ID
    • View unique ID under Call Detail Record
  • Call Date
    • Time stamp of call
  • Queue
    • The queue name of the call record
  • Agent
    • The agent number that handled the call
  • Agent Name
    • The agent name that handled the call
  • End Reason
    • The reason the call ended
  • Caller ID
    • The caller ID of the outbound call
  • DID Number
    • The DID of the call
  • Position
    • The last position of the call
  • Start Position
    • The position of when the call began
  • Wait Time
    • The total amount of time before the caller was connected to an agent
  • Hold Time
    • The total amount of time the caller was placed on hold
  • Ring Time
    • The total amount of ring time before the caller was connected to an agent
  • Call Time
    • The total amount of time elapsed before the call ended
  • Transfer To
    • The location the call was transferred to
  • IVR Used
    • The IVR the call came from, and was transferred to
Queue Calls Module Screen