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 times an end user abandoned an interaction in a queue. 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 conversations 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

Note: In the skill group row, the Service Level target displays a -. To view individual queue service level target values for each queue, click the + to expand the row.

The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is:

service level calculation

Number of Conversations Answered within SLA

The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold.   

Calculated by:  (Answered Count – SLA Violation Count) 

Total Number of Conversations

The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations.

  • Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation.
  • Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see Configure abandon intervals for the Abandon Intervals Metric view. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator.
  • Include Abandons in Calculation: Abandons are conversations where the waiting party disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. 

As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is:

service level calculation formula

Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.


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 the 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 Answered (tAnswered Sum) / Answered Count (tAnswered Count)

Note: Raw values are provided in milliseconds.

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 with ACW

AHT (Average Handle Time)

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

In some cases, as after-call work overlaps with talk time or hold time, this sum of cumulative metrics represented in Total Handle may not be the same as the tHandle metric, which eliminates any overlap.

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