Plan requirement
| Subscription | Suite 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 a Talk dataset.
- 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.
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.
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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