Get call queue metrics

The dashboard contains the following components.

• Widget tiles: Display real-time metrics for selected queues.

• Queues table: Provides queue-level statistics such as:

  • calls waiting

  • calls in progress

  • wait time

  • answered calls

• Users table: Displays user performance metrics such as:

  • calls accepted

  • talk time

  • hold time

  • wrap-up time

• Call records view: Selecting a queue allows you to drill down into detailed call records.

The new report consolidates functionality from several legacy reports into a single interface.

The following table shows where each legacy report feature is now located.

Legacy report	Where to find it in the new report	Description
Queue Board	Widget tiles at the top of the report	These widgets tiles provide a quick overview of key queue metrics. For more information about their behavior, see Real-time widgets.
Queue Listing	The Queues table with real-time and historical metrics	The updated Queues report provides even more historical and live metrics to monitor queue performance. For more details, see Real-Time vs Historical Metrics in the Queues Table.
Queue Detail	Distributed across the Widgets, Queues table, and Users table	Use the Queue filter to focus the report on a specific queue. Use the calendar (date and time) selector to switch between live (real-time) and historical views: To view real-time (RT) metrics, include the current date in the selected time interval. Both RT and historical metrics will then be displayed. To view historical metrics, select a date and time interval.
Queue Call Data	The queue drill-down view is accessible from the Queues table	The data from Queue Call Data legacy report is now integrated within each queue in the Queues table. Selecting a queue allows you to drill down and download call data for that queue. This view allows you to download all associated call data for the selected queue. For more details, see Access the <queue> call data report

The Call Queues dashboard includes several tools for analyzing queue performance.

1. Filters: Filter results by PBXPrivate Branch Exchange—a private telephone network used within a company., site, queue, or user.
2. Date and time selectors: Choose the reporting period and time zone.
3. Widgets: View real-time metrics at the top of the dashboard.
4. Queues table: Displays queue statistics and service metrics.
5. Users table: Shows performance data for users associated with the selected queues.

Important! To populate the Users table, you must select the queue the user is a member of.

The Widget tiles show real-time metrics for the chosen queues. Real-time data is identifiable by the (RT) abbreviation following the metric type. You can view important queue activity at a glance.

The widgets display metrics such as:

Calls – total calls, calls in queue, and calls in progress

Wait time – longest waiting time and average wait time

Hold time – longest hold time and average hold time

Users – total users, available users and overflow users

Talk time – longest talk time and average talk time

Totals – total talk time and total wait time

To learn more, see Glossary: Real-time widgets metrics.

General behavior of real-time widgets

Scope

By default, all metrics include all queues within the selected PBX. Applying a Sites or Queues filter updates the widgets to display results only for the selected sites or queues.

Real-time data display

All Widget tiles display live activity, reflecting the current state of calls and users regardless of the selected date range.

Live call time accumulation — Wait/Handling/Hold/Totals

For active calls, time-based metrics accumulate while the call remains in that state until the call ends.

For example:

• A call waits 12 seconds in the queue.
• When the call moves to Talking, the widget still shows 12 seconds of wait time.
• Talk time then begins increasing.

If additional calls enter the same state, the widget shows the combined total time across all active calls.

This provides a live view of how long calls have spent and are spending in each phase.

Why values can change

Because time-based values depend on active calls, they can increase gradually or change suddenly. Values may increase when a long-running call enters scope or changes state and decrease when one or more calls end and drop out of the active set.

When there are no active calls in the queue(s):

The Real-Time Calls widget shows “—”

Phase totals (Wait / Handling / Hold / Totals) show “0”

Aggregation

When multiple queues or users are selected:

• Totals or counts (for example, Total Calls or In Queue Calls) are summed across all selected queues.
• Longest … time (Wait/Talk/Hold time metrics show the maximum time recorded for a single call across all selected queues.
• Average … time (Wait/Talk/Hold time) metrics show the average time for the currently active calls relevant to that metric.

Units

Durations are displayed in hh:mm:ss format and calculated in seconds.

Metric name	Description
Total	The total number of currently active calls across the in-scope queue(s), regardless of the call’s current stage (like waiting, being handled, on hold, etc.). Note: This count includes calls that are still in progress and continues to reflect the call as active until the call is completed.
Waiting in Queue	The number of active calls currently in the WAITING status, such as callers who are in the queue and have not yet been connected to an agent.
Handling	The number of active calls currently in the Handling status. Handling represents the phase when a call is actively managed by a human agent, either while talking to the caller or when the call is on hold. Included: Calls in TALKING or ONHOLD status (non-voicemail) Excluded: Voicemail interactions Purpose: To measure the duration and volume of calls that involve real human engagement, not automated or voicemail activity.
Total Assigned	The total number of users assigned to the in-scope queue(s), including both primary assignments and secondary (overflow) assignments
Available	The number of users assigned to the queue(s), primary and overflow, who are logged in to the queue and whose Queue Status is Available, meaning they are ready to receive a new queue call. Users are not counted as Available if their Queue Status is Handling, Offering, Paused, Wrap-up, Busy elsewhere, DNDDo Not Disturb— represents a status opted by an extension user. In this status, the user is not offered incoming calls., Logged out, Assigned or Unassigned.
Overflow Available	The number of secondary (overflow) users assigned to the selected queue(s) who are logged in to the queue and whose Queue Status is Available (ready to receive new queue calls). Secondary (overflow) users are configured in 8x8 Admin Console as secondary agents for a queue. Each overflow user is counted once, even if they are assigned as an overflow agent to multiple selected queues. Excluded statuses: Handling, Offering, Paused, Wrap-up, Busy elsewhere, DND, Logged out, Assigned, and Unassigned.
Longest Wait Time	The longest time any call spent waiting in the queue during the current set of active calls. The value is taken from the call with the highest queue waiting duration. Note: Once a call is answered, its wait time is retained and continues to be shown until the call is completed.
Average Wait Time	The average time calls have spent waiting in the queue for those calls that are currently being offered to agents (Queue status: Offering).
Longest Hold Time	The longest time any currently active call has been on hold in the selected queue(s). The value reflects the call with the highest On Hold duration.
Average Hold Time	The average time calls have spent on hold for those calls that are currently in the On Hold status in the selected queue(s).
Average Talk Time	The average time users have spent talking to callers for calls that are currently in the Talking status in the selected queue(s).
Longest Talk Time	The longest talk duration among calls that are currently in the Talking status in the selected queue(s). The value reflects the call with the highest Talking duration.
Total Wait Time Total	The combined queue waiting time of all calls that are currently being offered to agents (Queue status: Offering) in the selected queue(s).
Talk Time	The combined time agents have spent talking to callers across all calls that are currently in the Talking status in the selected queue(s).

The Queues table displays two types of metrics:

Real-Time (live) metrics

• Show the current state of queues (for example: how many calls are waiting, how many are in progress, how many agents are available).
• These values update continuously as calls and agent statuses change.
• Real-time data are marked with (Live)

Historical metrics:

• Summarize queue activity during the selected reporting period (for example: how many calls were offered/answered/abandoned, and average answer time).
• These values only change when you adjust the date range or filters.
• These values will increase after a live call ends, so that you might have an active call waiting for 5 minutes, but these 5 minutes will be added to the Waiting Time once the call completes

You can often identify the metric type by its name.

• Real-Time metrics typically include terms such as: live, ongoing, waiting now, available now, in progress
• Historical metrics usually reference totals, averages, longest, counts within the selected reporting period.

Note: Real-time widgets display live queue activity regardless of the selected date range.

The Call Queues dashboard is accessible in 8x8 Analytics for 8x8 Work.

To access the new dashboard:

1. Log into 8x8 Analytics for 8x8 Work.
2. Go to Call Queue > Call Queues (New).

3. Select the date range and time zone. To learn more, see Customize the report settings.

4. Apply filters for PBX, sites, queues, or users. To learn more, see Customize the dashboard view.

The dashboard then displays real-time and historical queue metrics based on the selected filters.

You can:

• View real-time data under widgets. For details, see Real-time widgets.
• View high-level insight into queue performance across your organization. For details, see Real-Time vs Historical metrics in the Queues table.
• View Users available for the selected queues. For details, see Real-Time vs Historical metrics in the Queues table.
• View detailed queue call records for a selected queue. For details, see View detailed call records for a queue.

Important!
- To monitor live calls or see a detailed call history (CDRCall Detail Record includes call details such as point of origin,end point, call direction, call duration, and more.) for a queue, you have to select a specific queue in the Queues table, then click the <queue name> (displayed in blue) in the upper-left Queues table header.
- To populate the Users table, you must select the queue the user is a member of. Filtering users without selecting a queue will not populate the live metrics.

To view all the available metrics, see:

• Glossary: Real-TIme widgets
• Glossary: Queue metrics
• Glossary: Users metrics
• Glossary: Queue call data

The <queue name> Call Data report for a specific queue provides detailed records of all associated calls. From this report, you can access further details (drill down) and download the call data for the selected queue.

1. In the Queues table, select the queue you want to analyze.
2. Click the <queue name> shown in blue in the table header.

This opens the <queue name> Call Data report, where you can:

• View detailed call records
• Analyze call lifecycle events
• Download call data

You can adjust filters, columns, and views to prioritise specific metrics in Queues, Users, and <queue> call data tables.

To find more about how to customize a dashboard in Analytics for 8x8 Work, see Customize report settings.

How filters affect dashboard data

Filters determine which queues, users, and calls are included in the dashboard. Your selection is saved for your next session.

The filters are located at the top of the Call Queues dashboard.

• PBX: Filter the report by PBX. If only one PBX is available, it is selected by default.
• Sites: Selecting a site displays data only for queues associated with that site(s).
• Queues: Selecting a queue limits metrics to that queue(s).
• Users: Selecting users without selecting a queue may result in empty user metrics.

Note: To view live user activity, first select the queue that the user belongs to.

• Additional tool: Reset all: Restore default filter settings with one click.

Reset all: Restore default filter settings with one click. You can reset your filter criteria either for each filter individually or all at once with a single click.

Adjust date and time zone

• Use the calendar (date and time) selector to choose the reporting date and time range. You can select day, week, month, or a custom range.
• Use the time zone selector in the upper-right corner to display accurate local operational time.

Select visible columns

You can customize column visibility in the Queues, Users or <queue> call data table.

1. In the upper-right corner of the call table, click the Edit columns icon.
2. Drag metrics between Visible and Hidden columns.
3. Reorder columns by dragging them up or down.
4. Add or remove a column by clicking + or next to it.
5. Click Save to apply changes, or Reset to restore the default view.

Note: You can cancel your changes or reset the column visibility at any time.

Search for specific queues, users and queue calls

• Use the Search bar in the upper-right corner of your table to easily find a queue, user or a queue call data.
• In the Queues table, search by queue name.
• In the Users table, search by user name.
• In the Queue call data table, search by caller/callee information (for example, name or extension).

To clear a search, clear the search bar or refresh the page.

Sort column values

Sort data in any column alphabetically or numerically:

• Click the arrow icon in the column header to reorder values.

Show or hide metric totals

Click Show more > Hide totals in the upper-right corner of the Queues or Users list to remove or add back the Totals row shown at the bottom of the report.

To export your report data to your device, click Export this file in the upper-right corner of the Queues, Users or Queues call data table, and select the desired format. You can export the report in XLSX or CSV format.

While this dashboard improves reporting for 8x8 Work, it does not replace Contact Center dashboards available in higher-tier X Series licenses.

• Compared to Contact Center dashboards, the Call Queues dashboard:
• Offers fewer visualizations
• Does not support saving or sharing multiple custom views
• Uses global filters instead of widget-level configuration
• Does not support a public shareable link. Access requires a login, so it cannot be shared publicly for use cases like wall boards.
• Contact Center dashboards remain the most advanced option for complex queue reporting.

The Queues table displays both Live( real-time) and historical metrics.

The Users table displays both Live( real-time) and historical metrics.

Metric	Description
Call ID	A unique call identification number that identifies all legs of the original call.
Leg ID	Identifies the leg of a call with a hop number, such as 1 for direct, or 2 for a forwarded or transferred call for which this record refers to.
Start Time	Call starts as soon as caller goes off hook to dial.
Answer Time	The time when the call is answered.
Stop Time	The time the first party disconnects the call.
Talk Time	Duration of the live call (Stop Time minus Answer Time).
Caller	The phone number of the caller.
Callee	The phone number of the called party.
Last Re-Direct Number	The number of the last party that redirected the call.
Cause	Reason for call, listed as Normal, Redirected, Transfer, or Conference.
Status	Indicates status of a call as InProgress (dialing, talking, redirected) or completed (ended).
Direction	Indicates the direction of the call as incoming or outgoing.
Parent Call ID	Parent call identification number of a complex (transferred, forwarded, or conference) call. Searching by a Parent Call ID collects call details of all legs of a complex call.
Transfer To Call ID	Call Identification number that a call is transferred to. If a call is transferred to a second call, it has a different Call ID. The second call will have a TransferToCall ID with the value of the first call's Call ID.
Caller Name	Caller name of the extension from which the call originated.
Callee Name	Name of the called party, if available.
Caller Device ID	The device identifier unique to the device of caller.
Callee Device ID	The device identifier unique to the device of the callee, if available.
Caller Device Model	Device Model used by the caller in this leg of the call.
Callee Device Model	Device Model used by the callee in this leg of the call.
Caller ID	Transmitted caller number and/or name.
Missed	Indicates whether the call is missed (includes calls that reached voicemail and or abandoned ).
Abandoned	Indicates if the call is abandoned by the caller before it is answered or handled in this leg of the call (for this CDR).
Answered	Indicates if the incoming call was answered live (not including those answered by voicemail), or an outbound call that was answered (includes those answered by caller, auto attendant, and voicemail) for this leg of the call. In a multi-leg call, the first leg could be considered answered if answered by auto attendant.
Caller Service Name	Service Names include AutoAttendant, RingGroupService, ACDOperatorService, MasterSlaveService, OneNumberAccess, and ClickToDial.
Caller Service Type	Service Types include Custom, Virtual Extension, Voicemail, AutoAttendant, and CallParkExtension.
Callee Service Name	Service Names include AutoAttendant, RingGroupService, ACDOperatorService, MasterSlaveService, OneNumberAccess, and ClickToDial.
Callee Service Type	Service Types include custom, Virtual Extension, Voicemail, AutoAttendant, and CallParkExtension.
Last Re-Direct Type	Indicates if the call is a normal extension call, directed to a queue, or ring group. Possible values are 1 (normal extension), 3 (RINGGROUP), 4 (QUEUE), 5 (VIRTUALEXTENSION), 6 (MEDIASERVICE, like voicemail, Auto Attendant, or master-slave), and 7 (CALLPARKEXTENSION).
Caller Hold Duration	The length of time that the caller placed the call on hold.
Callee Hold Duration	The length of time that the callee placed the call on hold, if available.
Caller Disconnect On Hold	Indicates if the callee disconnected while on hold (listed as True or False).
Callee Disconnect On Hold	Indicates if the caller disconnected while on hold (listed as True or False).
PBX ID	Caller's phone system ID.
SIPSession Initiation Protocol—a telecommunication protocol for signaling and controlling multimedia communication sessions. Call ID	SIP Call ID for this call.
Original Caller	Original caller for this leg of the call.
Original Callee	Original Called Call Queue.