Queue Metrics Summary report

The Queue Metrics Summary report displays detailed statistics about multimedia queue activity for one or more queues during a date and time range. This report includes graphs that illustrate by day the number of interactions offered, answered, and abandoned.

Depending on the media type, this report includes the following queue activity:

  • The number of interactions offered, answered, and abandoned
  • Performance metrics (for example, abandon rate, service level, and average speed of answer)
  • Talk time, after call work, and handle time
  • Hold and transfer data

The report sorts the information by the queue name and the date of the interaction that occurred in the queue. Each media type, such as calls or chats, shows in its own section. The report includes weekly and monthly totals.

Reports support multiple media types, such as chat and email, which can affect reports in several ways:

  • Fields that do not apply to the interaction type are marked "N/A." For example, emails cannot be placed on hold or abandoned. 
  • "Talk time" is the standard term for the time that the agent and customer are connected.
  • Reports show information for all of the media types that are listed in the report's custom parameters. For example, if a queue only handles voice, but you select chat as a report parameter, the report includes chat statistics. Because the queue does not handle chat interactions, the results are blank.

Run the report to determine:

  • Whether you met your service level. You can further investigate problematic intervals by running the Queue Metrics Interval report.
  • Whether you are on track to meet your monthly targets and whether the arrival patterns meet expectations. For example, do patterns continue to indicate that the busiest day occurs on Mondays and the slowest days occur Fridays? 
  • Whether transfer rates and average handle times remain consistent. 

After you identify areas of concern:

  • Review long interactions.
  • Ask agents why interactions ran long.
  • View wrap-up codes for transfers.


Queue Metrics Summary report

Report column Description
Date The date of the interactions. 

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 


A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.


The number of interactions where a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

Abandon %

The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

Calculated by: (Abandoned Count / Offered Count) * 100

Service Level %

Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues.

The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

Admins can also choose to include flow-outs in the calculation. For more information, see Configure the service level calculation. If you include flow-outs, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions+ number of flow-outs)*100

Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.


The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Time to Answer / Number Answered 

Avg Talk

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time/ Count of interactions with Talk time.


The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions

Note: ACW for callback interactions is always zero. 


The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled.

Avg Hold

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds


A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

Transfer %

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / Interactions Answered) * 100