The Live View tells you what's happening right now. The Phone performance reports tell you how your queues performed over a day, a week or a quarter: how many calls came in, how quickly they were answered, how many callers gave up, and whether missed callers were called back.
đ Where to find the reports
Go to Reports in the left-hand menu and choose Phone performance (or open Phone â Reports).
Pick a time frame at the top right. All time is available.
Switch between report tabs: Call Volume, Call Answer Rate, Callbacks, Speed of Answer, Abandonment, On Hold and Text Message Volume.
Most reports have a Group by selector (User, Team, Number) and show a chart on top with the underlying call list underneath, so you can click through to any individual call.
Reports are available to Admins and to Limited Access users who have been given permission to view reports. Non-admins without that permission can still use the Live View for real-time visibility.
đ The reports that matter for queues
Speed of Answer
The average time a caller waited between entering the hold (the moment they joined the queue or ring group, after any IVR menu) and an agent answering. The summary shows the average and the number of answered calls it's based on; the bar chart breaks it down by User (the agent who answered), Team or Number. This is your core queue health metric. If it creeps up, you need more agents available or shorter calls.
Abandonment
Of the callers who reached a queue or ring group, how many hung up before an agent answered. The summary shows abandoned / total queued, the abandonment rate, and how many abandoned within 24 seconds. Callers who give up that quickly usually point to a problem with the greeting or hold experience, while later abandons usually point to staffing. Group by Number or Team. Callers who hang up during the IVR menu, before reaching a queue, are not counted, because they never started waiting for an agent.
Callbacks
For missed calls: the percentage that received a return call, the average time to callback, and a working list of calls that still haven't been returned. A text reply doesn't count as a callback. Group by User, Team or Number, and filter by line. Full details in Callback Reporting for Missed Calls.
Call Answer Rate
Answered versus missed inbound calls, by user, team or number. Pair it with Speed of Answer: a high answer rate with a slow speed of answer means callers are waiting a long time but eventually getting through, which is a classic sign you need queue callbacks or more agents.
Call Volume
Inbound and outbound call counts over time, by user, team or number. Use it to see when your busiest hours are and schedule personal call hours to match.
On Hold
Holds placed by agents during a connected call (separate from queue wait time): the number of holds, total time on hold and average hold length, grouped by agent or team, with a line-by-line list showing which call, when, how long and whether the hold is still active. Use it to coach agents who routinely park callers for long stretches.
đĽ How "Group by Team" works
When a report is grouped by team, a call that came through a team's queue counts toward that team. Any other call counts toward every team of the users involved. Because a user (or a queue) can belong to several teams, a call can be counted under more than one team, so team totals may add up to more than the account total. This is by design: each team sees everything its people handled.
đ What counts as what
Term | Definition |
Queued call | An inbound VoIP call that reached the hold stage of a queue or ring group (after any IVR). Same population for Speed of Answer and Abandonment. |
Answered | An agent joined the call. |
Abandoned | A queued caller hung up before any agent answered. |
Speed of answer | Time from entering the hold to an agent answering. Excludes IVR time. |
Callback (report) | An outbound call placed to a missed caller's number after the missed call. Includes queue callbacks and manual return calls. |
Hold | An agent pressing Hold during a live call. Separate from queue waiting. |
Speed of Answer and Abandonment only include calls placed after these metrics were introduced; older calls aren't retroactively counted, so very long time frames may show fewer queued calls than Call Volume.
đď¸ A simple weekly routine
Speed of Answer, grouped by Team. Is any team's average climbing week over week?
Abandonment, grouped by Number. Which lines are losing callers, and are they bailing within 24 seconds (experience problem) or later (staffing problem)?
Callbacks. Work the unreturned list down to zero and check the callback rate by user.
Call Volume by hour of day. Adjust agents' personal call hours and queue membership to match peaks.
Cross-check with the Live View during the busiest hour to see whether agents are actually showing as Available.