Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher, Talk Professional or higher |
| Access | Admin |
Voice has its own metrics in Explore, and three of them tell you more about your queue than call volume ever does.
Build a report
- Open Explore and choose Talk, then Talk - Calls.
- Pick a metric, such as calls or wait time.
- Add time as a row to see the pattern.
- Filter to the number or group you care about.
The three worth watching
Abandoned calls
People who rang and hung up before reaching anyone. The number nobody sees otherwise, because those customers left no trace and no complaint. A rising figure is your queue telling you it is too long.
It is not a single metric. Use the attribute Call completion status and its value Abandoned in queue. Then filter on Call wait time (sec) to drop the very short ones: somebody who hung up after four seconds misdialled, and counting them makes your queue look worse than it is.
Wait time
How long callers wait before an agent answers. Averages hide the problem; look at the distribution, because the people who waited longest are the ones who abandoned.
The distribution is an attribute rather than a calculation: Call wait time brackets groups calls into 0-5 sec, 5-15 sec, 15-30 sec, 30-60 sec, 60-300 sec and >300 sec, with a separate Not recorded group. Call duration brackets and Call talk time brackets work the same way for the other two.
Pick the right one of the two on offer. Average wait time covers every call that gets past the opening greeting, averaged over 24 hours. Queue wait time average is the time spent in the queue before somebody answered, which leaves out your recorded greetings but does include the wait greeting. The second is closer to what the caller would call waiting.
Calls by hour and weekday
The pattern that decides staffing. Nearly every team is understaffed at a predictable moment and overstaffed at another, and this is the report that shows it.
Volume alone is misleading
Call volume looks like demand and is partly supply: when waits get long, people stop ringing. A falling volume with rising abandonment is not improvement.
Talk time and after-call work
Both matter for capacity. After-call work is routinely underestimated and is the reason a team sized on talk time alone is always behind.
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