PhoneIQ Dashboards let you see reports of in- and outbound calls. This article will go over the Queue Performace Dashboard (see also a full list of our dashboards).

Step 1: Follow the steps at 'PhoneIQ Dashboards - Salesforce Reports' and access the 'PhoneIQ Queue Performance dashboard.'

Step 2: On there, you will see all PhoneIQ's reports for your queues.

Understanding Reports

Here is a comprehensive list of every report on the dashboard:

  • Total Calls by Queue: Groups calls according to the queue of the underlying tasks. Then it stacks the count by the call status.

  • Total Missed Calls by Queue: Groups missed calls according to the queue of the underlying tasks. Then it stacks the count by the call status.

  • Total Calls: Counts all calls to queues.

  • Total Answered Calls: Counts answered calls to queues.

  • Total Missed Calls: Counts total missed calls to queues (abandoned and timeout).

  • Total Abandoned Calls: Counts abandoned calls to queues.

  • Total Timeout Calls: Counts timeout calls to queues.

  • Calls by Time of Day by Queue: Groups calls according to the hour of the underlying tasks. Then it stacks the count by the queue.

  • Call Distribution: This shows the relative distribution of each call status over total calls.

  • Calls by Day of Week by Queue: Groups calls according to the day of each task. Then it stacks the count by the queue.

  • Answered Delta by Queue: This report groups answered calls by their wait time (how long was the caller on the line before being handled), grouping durations every 15 seconds (0-15s, 16-30s, and so on, up to 120s). Then stacks the count by the queue.

  • Avg. Handle Time by Queue: This shows the average handle time (how long was the agent on the call) for handled calls of each queue.

  • Unanswered Delta by Queue: This report groups missed calls by their wait time (how long was the caller on the line before abandon/timeout), grouping durations every 15 seconds (0-15s, 16-30s, and so on, up to 120s). Then stacks the count by the queue.

  • Avg. Wait Time by Queue: This shows the average wait time of each queue (considering all calls).

  • Longest Wait Time by Queue: Shows the longest wait time on a call, for each queue.

  • Abandoned Rate by Queue: Calculates the rate of abandoned calls over total calls for each queue.

  • Avg. Abandon Time by Queue: This shows, on average, how long callers stayed on the line without being answered before abandoning, for each queue.

Changing Filters

You can select one of the predefined date filters to limit the tasks taken into account for the reports.

NOTE: When making changes to our default dashboards/reports, we highly recommend to 'Save As' first.

To change the dates or add a new filter, you have to go to 'Edit,'

and once there, go to 'Filters,' to add a new filter,

or to the pencil icon at 'Date' to change or add to the default date values.

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