Queue Statistics

Optimize your call Performance with queue statistics

Queue Statistics gives you real-time insight into your call queues wait times, call durations, and abandonment rates. Everything you need to keep your team performing and your customers happy.

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Where to find queue statistics?

Go to The Portal.
Click on Queue Statistics in the bottom left corner.
If you have multiple queues, select the one you want to view.
The live statistics for the selected queue will now be displayed.

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Available data

Below you can find the real-time statistics for your queue(s).

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Callers in the queue

Shows the number of people currently waiting in the queue.

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Average waiting time

Indicates the average time callers wait before reaching someone. A high average waiting time means customers are waiting longer. Contact us if you need tips on reducing this time!

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Status of phones in the call group

Displays the number of available colleagues, those on a call, those set to Do Not Disturb, and those who are offline within the call group of the queue.

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Waiting time of the next caller

Shows how long the next caller has been waiting in the queue.

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Calls hung up while in the queue

Indicates how many people hung up while waiting. A high number may suggest that your setup isn’t optimal for customer reachability. We’re here to help improve your setup!

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Average talk time

Displays the average duration of calls answered from the queue. Use this information to adjust your queue settings as needed.

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Answered calls

Shows the total number of calls that have been answered from the queue.

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Assigning different priorities to queues

To ensure that urgent calls are handled promptly, you can assign priorities to your queues. For example, if you manage both an emergency line and a support number, you can set a higher priority for the emergency queue. This ensures that callers on the emergency line receive assistance before those with less urgent needs. For instructions on how to set up queues with different priorities, read this guide.