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.
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
When both you and the caller on on the line as the additional party is added to the call as well.
Transfer
When you place the caller on a “hold” while you’re talking to the new party letting them know that they will be receiving a transfer
Blind Transfer
When you do not alert the new party you are transffering the caller to that they are receiveing a 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 timeSuccess CallsListed 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