Queue and agent activity

Queue numbers show how well your team is keeping up with calls. Are callers waiting? Are enough agents online? This article shows where to find those numbers in the Manager Portal.

Before you start

• Leave Statistics set to Yes for the queue. You set this when creating or editing the queue. See Set up a call queue.
• You need the Office Manager or Call Center Supervisor role.

Live view

For a real-time picture, open Call Queues. For each queue you can see:

• Callers in Queue — How many callers are waiting right now.
• Agents (Available) — How many agents are in the queue, and in brackets how many are online and free to take a call.
• The queue’s Type and Extension.

Select the refresh button at the top right to update the numbers. To see each agent’s status, select the queue’s Edit Agents icon. See Manage call queue agents.

Past queue activity

The Reporting tab shows Call History for every call, including calls that came in through a queue. To review queue calls:

1. Go to Reporting. The Call History tab opens.
2. Select Filters and enter the queue’s extension (for example, 600) in Dialed Number, or pick the queue’s agents in User.
3. Select Filter, then Export if you want to work with the numbers in a spreadsheet.

Detailed queue and agent statistics aren’t on the Reporting tab. They live on the call center dashboard, described below.

The call center dashboard and reports

Accounts with the call center dashboard turned on get a fuller view, built for supervisors. If you don’t see it, contact Dial Raven support at (434) 697-2836 or support@dialraven.com.

The dashboard shows, live:

• Each queue’s active calls, callers waiting, current wait, and how many agents are online and idle.
• A graph of active calls over the last eight hours.
• A color-coded stats grid. Each tile turns yellow, then red, as a number crosses the limits you set. Out of the box, a tile turns red at 5 callers waiting, a 60-second average wait, a 4-minute average handle time, or a 15% abandon rate. Select the settings button above the grid to change the limits and your service level target.
• Every agent’s status: grey for offline, green for available, red for busy or away. From an agent’s row you can see their recent stats, change their queue priority, or sign them out of a queue if they forgot.

Reports

Select Reports on the dashboard to pick a report type, a date and time range, and the columns you want:

• Queue Stats — Calls per queue: volume, calls handled, average talk and wait time, abandoned calls, and service level.
• Agent Stats — Each agent’s calls handled, talk time, hold time, missed calls, and inbound and outbound totals.
• Agent Availability — How long each agent spent available, on lunch, on break, in a meeting, and so on.
• Dialed Number Stats — The same queue numbers, split by which of your phone numbers the caller dialed. Useful for tracking ad or campaign numbers.
• Abandoned — Every call that hung up before an agent answered, with the time and wait for each.

Select any underlined number to see the calls behind it. Use Print (or print to PDF), or Download for a spreadsheet of the stats or an agent log.

Email reports on a schedule

1. On the dashboard, open Reports and select Email Reports.
2. Choose the report types (Summary, Call Queue, Agent, Dialed Number) and how often: daily, weekly, or monthly.
3. Set the time, the day of the week, or the day of the month. A monthly report sent on day 1 covers the whole previous month.
4. Select Next to pick the stats each report includes. Add Extra Email Addresses for anyone else who should get it, and check Attach CSV to Email for the raw numbers.
5. Select Save.

What common call center numbers mean

• Call volume — Every call that came into the queue, whether it was answered, abandoned, or sent to voicemail or a forward.
• Calls handled — Calls an agent answered.
• Average wait time — How long callers waited before an agent answered.
• Average talk time — How long agents spent talking on each call, not counting hold.
• Average handle time — Talk time plus hold time plus any wrap-up time after the call.
• Abandon rate — The share of callers who hung up before being answered. Lower is better. The “adjusted” version leaves out callers who hung up within 10 seconds, who were often misdials.
• Service level — The share of calls answered within your target time, such as 30 seconds.
• Missed calls — Queue calls that rang an agent who didn’t answer.

Common questions

Agents (Available) shows 0 in brackets. Why?

No agents are online right now, or their phones aren’t connected. Check each agent’s Status in Edit Agents.

An agent shows offline, but they’re at their desk. Why?

Agents count as offline when they’ve chosen Lunch, Break, Meeting, or another away status, or when their phone isn’t connected. An agent in Single-Call Mode goes back to offline after one call, even a call they missed.

Can I save the numbers?

Yes. Export the queue’s calls from Call History. See Export your reports.

Related articles

• Set up a call queue
• Manage call queue agents
• Export your reports
• Call history and call details