Queue Details

This reports displays details of every call that entered a queue.

Intended Use

If you need to find the details of a specific call then the Queue Details report allows you to filter by date and queue.

This can be handy when attempting to resolve complaints. You should also consider replaying the Call Recording if you have recording enabled.

The report filters allow you to control the set of data returned by the report:

The period to report on.

You can select one or more queues to report on.

System Entry

Caller ID

DID Number

Route

Queue

Queue Entry

Wait Time

Agent

Extension

Talk Time

Hangup Cause

Wrap

Ext Wrap