Get call queue metrics
Note: Available for Analytics for 8x8 Work Supervisors only.
8x8 Work Workgroup Dashboard and Reports provides a real-time view of call activity in any designated Call Queue or Ring Group within the 8x8 cloud phone system. Comprehensive call center-quality reporting on agent and queue performance is provided in a single dashboard view, available on any device. This is an excellent tool in managing customer Service Level Agreement (SLA) standards for help desk, sales teams, and other workgroups with a high call volume.
Features
- Review a queue dashboard to view overall and real-time data on the activity of any call queue in your call center.
- Get key metrics on all call queues in your organization at once, and compare their activity and quality of service.
- Within a queue, view detailed information on historical and real-time agent-level activity.
- Within a queue, view data on individual calls handled by agents.
Queue Dashboard
This report provides real-time and historical metrics for a call queue such as number of agents waiting to serve the queue, number of calls waiting in the queue, waiting time, number of calls answered so far, and more. This provides a snapshot of critical stats for a queue.
Glossary: Queue Board
| Column | Description |
|---|---|
| Calls in Queue | Number of calls currently waiting to be served in the queue. |
| Calls in Progress | Number of calls currently handled by the agents logged in to the queue. |
| Total Agents | Total number of agents assigned to the queue, whether or not they are logged in. |
| Total Calls | Total calls being handled and waiting. |
| Total Advanced Calls | Calls that were advanced to the next available agent in the queue due to the unavailability of previous agents. |
| Total Answered | Total number of queued calls that were answered live in the time period monitored. |
| Total Wait Time | Total waiting time of all calls in the queue during the time period monitored. |
| Total Talk Time | Cumulative duration of the talk time of all answered calls during the time period monitored. |
| Total Hold Time | Cumulative duration of answered calls placed on hold during the time period monitored. |
| Total Answer Time | Cumulative time that calls in the queue waited before being answered during the time period monitored. |
| Current Wait Time | Cumulative wait time of calls currently waiting to be served in the queue. |
| Available Agents | Number of agents currently available to handle calls. |
| Average Answer Time | Total answer time averaged over all the calls during the time period monitored. |
| Average Talk Time | Total talk time averaged over all answered calls during the time period monitored. |
| Overflow Agents | Number of agents in the overflow call queue that are currently logged in to the queue. |
| Abandoned Calls | Number of queued calls abandoned by callers before being answered by agents during the time period monitored. |
| Average Wait Time | Total waiting time in queue averaged across all the calls during the time period monitored. |
| Longest Talk Time | The longest talk time of all calls answered during the time period monitored. |
| Longest Wait Time | The longest wait time of all calls answered during the time period monitored. |
| Longest Hold Time | The longest hold time of calls answered placed on hold during the time period monitored. |
Queue Lists
Select this option for a quick view of critical metrics for all call queues in the phone system. Select the desired queue for additional stats.
Glossary: Queue Listing
| Column | Description |
|---|---|
| Calls in Queue | Number of calls currently waiting to be served in the queue. |
| Calls in Progress | Number of calls currently handled by the agents logged in to the queue. |
| Total Agents | Number of agents currently logged in to the queue. |
| Total Calls | Total number of calls being handled and waiting. |
| Total Advanced Calls | Total number of calls currently handled by the agents logged in to the queue. |
| Total Answered | Total number of queued calls that were answered live in the time period monitored. this excludes calls that went to voicemail. |
| Total Wait Time | Total waiting time of all calls in the queue during the time period monitored. |
| Total Talk Time | Cumulative duration of the talk time of all answered calls during the time period monitored. |
| Total Hold Time | Cumulative duration of answered calls placed on hold during the time period monitored. |
| Total Answer Time | Cumulative time that calls in the queue waited before being answered during the time period monitored. |
| Current Wait Time | Cumulative wait time of calls currently waiting to be served in the queue. |
| Available Agents | Number of agents available to handle calls at this time. |
| Average Answer Time | Total answer time averaged over all the calls during the time period monitored. |
| Average Talk Time | Total talk time averaged over all answered calls during the time period monitored. |
| Overflow Agents | Number of agents in the overflow call queue that are currently logged in to the queue. |
| Abandoned Calls | Number of queued calls abandoned by callers before being answered by agents during the time period monitored. |
| Average Wait Time | Total waiting time in queue averaged over all the calls during the time period monitored. |
| Longest Talk Time | The longest talk time of all calls answered during the time period monitored. |
| Longest Wait Time | The longest wait time of all calls answered during the time period monitored. |
| Longest Hold Time | The longest hold time of calls answered placed on hold during the time period monitored. |
| Total Calls Sent to Voicemail | Total calls that were forwarded to voicemail during the time period monitored. |
Queue Detail
The queue detail report provides additional insight about the about the current status of agents assigned to the queue, breakdown of talk time, number of answered calls, abandoned calls for each agent. With just a click, you can check out the active calls and calls in the queue.
Glossary: Queue Detail
| Column | Description |
|---|---|
| Agent ID | Extension number of the agent. |
| Agent Name | Name of the agent. |
| Current Status | Indicates the current status of the agent. Possible statuses are: Login, Logout, DND Do Not Disturb— represents a status opted by an extension user. In this status, the user is not offered incoming calls.-On, DND-Off, Idle, Alerting, Ring pause, Wrap-up, Added (just added to queue), and Removed (Removed from the queue). |
| Last Status Change Time | The last time at which the agent changed status. |
| Total Inbound Calls | Total incoming calls presented to the agent during the time period being monitored. |
| Total Answered Calls | Total number of queued calls that were answered by this agent in the time period monitored. |
| Total Talk Time | Cumulative duration of the talk time of all answered calls by this agent during the time period monitored. |
| Average Talk Time | Average duration of the talk time of all answered calls by this agent during the time period monitored. |
| Login Time | The last time the agent logged in to this On Demand Login queue. |
| Logout Time | The last time the agent logged out. |
| Queue Type | The queue type can be Auto Login or On Demand. Auto Login allows agents to automatically log in to the queue when their extension is in service status. On Demand is when agents need to log in to the queue manually. |
| Overflow Agent | Indicates if the agent is an overflow agent or not an overflow agent (whether they are a primary agent in the queue). |
Queue Call Data
This report captures call details of all calls processed by queues. You can pull these metrics for a desired time period. From Settings 
, click Select Dates and select a date range.
- Ability to select metrics: Yes
- Ability to export: Yes
Glossary: Queue Call Data
This report provides call detail records of all calls handled by call queues.
| Column | 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 CDRCall Detail Record includes call details such as point of origin,end point, call direction, call duration, and more.). |
| 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). |
| PBXPrivate Branch Exchange—a private telephone network used within a company. 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. |
