Queue Activity Reports Overview
The Queue Activity reports display a summary of the call activity for the ACD queues over a specified time period. They also display the average and maximum time information for these calls.
Queue Activity — Time Reports
The Queue Activity — Time report, as shown in the clickable example below, provides the information about how the calls are handled and the call-level metrics for all the calls coming into the contact center.
You can also search for calls based on the Caller ID.
There are also other Queue Activity — Time reports, listed below, for different time periods:
- Queue Activity — Hour
- Queue Activity — 15 Mins
- Queue Activity — 30 Mins
Enhanced Queue Activity Reports
The Enhanced Queue Report report, as shown in the clickable example below, provides an advanced report for monitoring queue activity. You can also search for calls based on the Caller ID. The Agent Phone Number field displays the agents' phone numbers.
Search Call by Caller ID Dashboard
You can search for calls based on the Caller ID using the Search Call by Caller ID dashboard. You can view the different metrics (such as User GUID, required skill, or disposition code) for that specific Caller ID.
Using the Dashboard
To use the Search Call by Caller ID dashboard:
- Enter the Caller ID into the Search field.
- Select the time frame for the search by clicking Select a New Time Frame.
- Choose the parameters for the search: (All), Talk Time, Wait Time, Wrap-Up Time, Hold Time, Consult Count, or Consult Time.
The dashboard automatically refreshes after you make your selections.