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Call Queue Summary Report

The Call Queue Summary Report in Cloverhound Cloud provides insights into the performance and activity of call queues in your organization. This guide explains how to access and interpret the summary data.

Accessing the Call Queue Summary Report​

  1. Navigate to the Call Queues Summary Page:

    • Go to the Analytics section in the main menu.
    • Select Call Queues Summary.

  2. Apply Filters:

    • Use the Date Range filter to view calls from a specific time period.
    • Filter by Call Queue to analyze a specific queue’s performance.

    Call Queue Filters

  3. Understanding the Summary Table: The summary table displays key metrics for each call queue:

    MetricDescription
    Call Queue NameThe name of the call queue.
    Total CallsThe total number of calls received by the queue.
    Answered CallsNumber and percentage of calls that were answered.
    Abandoned CallsNumber and percentage of calls where the caller hung up.
    Avg Call DurationAverage duration of calls handled by the queue.
    Peak HourThe busiest hour for incoming calls to the queue.

    Call Queue Summary Table

  4. Exporting Data:

    • Click on the Export button to download reports in CSV, PDF, or Excel formats.

By using the Call Queue Summary Report, you can monitor queue efficiency, identify bottlenecks, and optimize your call routing strategy.