Voice Queues Chart

This report displays incoming calls to all storm ACD queues in a choice of formats. It allows you to check on historical queue performance and displays statistics such as queued call counts and calls routed from queues. 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 dimension. The following metrics are displayed for each queue:

Metric	Description
Queued Call Count	The total number of voice calls that entered a queue. A call is counted more than once if it routed to more than one queue. For example, a caller who entered a queue and was subsequently transferred or overflowed to another queue results in a count of '2'.
Queued Calls Connected	The number of queued calls that were connected to agents.
Calls Lost in Queue	The number of queued callers who hung up without being connected to an agent, or who overflowed to another queue, or who were taken out of a queue after having been sent to it during an agent-initiated warm transfer attempt that was not completed.

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'.