Voice Queue Transfers and Overflows

This report displays the number of calls that were transferred to queues or which overflowed from queues. This information can help you to improve routing to queues and to ensure that you have adequate resources to service them. You can filter the dashboard report to show statistics for particular queues.

Basic Information

Category	Queue
Custom or data export	Custom
Channels
Historical Data Source	CONTACT Actions
Supported formats
Key to table

Dimensions and Metrics

The report is broken down by the Queue, Date, and Hour dimensions. The following metrics are displayed for each queue, or for the hour of the day on a selected date for a selected queue.

Metric	Description
Calls Transferred to Queue	The number of calls that were transferred to queues.
Calls Overflowed from Queue	The number of overflows from queues resulting from timeouts.

Report Filters

Filter	Setting	Configurable on dashboard?
Queue	Includes statistics for all queues.	Yes. Use the filter to include or exclude individual queues.

For instructions on applying filters to a dashboard report, see Filter a Historical Report'.