The FluentCloud Reports page offers detailed reporting by Queue.





Select Queues under Reporting Options:



Underneath that box, you can select filters to narrow down your search:


                                                                           


Choose your queue view:

Queue Statistics - displays queue statistics

Agent Statistics - displays agent statistics 

Dates -  filters your report by dates you specify. **It is highly recommended that you do not try to pull more than a month's worth of data at a time, for quicker loading.

Queues - filters the search by your queues.

                                                     

Queue Statistics

The Queue Statistics section provides a complete breakdown of all calls from the time/date range selected.


Total Calls: Total number of calls into selected queue/s for specified time/date range

Total Completed Calls: Total number of answered calls into selected queue/s for specified time/date range

Total Calls Transferred: Total number of transferred calls from selected queue/s for specified time/date range

Total Abandoned Calls: Total number of hang ups from selected queue/s for specified time/date range

Total Calls Exited with Timeout: Total number of calls that hit the queue fail over from selected queue/s for specified time/date range

Total Call Exited with Key (optional feature): Total number of call that left the queue using the exit key from selected queue/s for specified time/date range

Total Calls Exited on Empty (optional feature): Total numbers of calls that left queue due to it being empty for selected queue/s for specified time/date range

Total Talk Time (minutes): The total number of minutes of talk time for selected queue/s for specified time/date range

Average Talk Time (minutes): Average talk time of all calls from selected queue/s for specified time/date range
Minimum Talk Time (minutes): Minimum talk time of all calls from selected queue/s for specified time/date range
Total Hold Time: Total number of minutes of calls placed on hold from selected queue/s for specified time/date range
Average Hold Time: Average number of minutes of calls place on hold from selected queue/s for specified time/date range

Maximum Hold Time: Maximum number of minutes of calls placed on hold from selected queue/s for specified time/date range

Minimum Hold Time: Minimum number of minutes of calls placed on hold from selected queue/s for specified time/date range


You can edit which statistics are shown by selecting the Settings Wheel in the bottom right.



Queue Call Events

The Queue Call Events displays detailed data regarding how the call connected to the queue. You can filter your data by selecting the blue settings gear.

Queue Calls Grouped By Time

Queue Calls Grouped by Time allows you to view the queue information grouped by time specifications. Select the blue settings gear to further filter your data. 



Agent Statistics:


Agent Statistics gives you agent-specific data and how it relates to the queue. For more detailed agent reporting, refer to the Agent option in Reporting.



As always, if you have any questions, please contact FluentStream Support at 303-GO-CLOUD, option 2 for support.