Queue Analytics
Queue Analytics
The Queue Analytics page gives you a focused, data-driven view of how your call queues are performing. Queues are the backbone of your inbound call handling — they determine how calls are distributed to agents, how long callers wait, and ultimately how many callers connect with a live person. Understanding your queue performance is essential for delivering a great caller experience and maximizing your team's productivity.
This guide walks you through every section of the Queue Analytics page, explains what each metric means, and shows you how to use the data to make smarter staffing and operational decisions.
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Page Layout Overview
The Queue Analytics page is organized into a clean, top-to-bottom layout:
- Date range filter — Controls the time period for all data on the page.
- 6 KPI cards — Large metric tiles summarizing your queue's key performance indicators.
- Recent Calls table — A list of the most recent calls that came through your queues.
- Calls by State table — A geographic breakdown showing where your calls are coming from.
Each section builds on the previous one, starting with high-level metrics and drilling down into more detailed data.
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Date Range Filter
At the top of the page, you'll find the date range filter. This controls the time period for all data displayed on the page — KPI cards, tables, and charts all update when you change the date range.
To set your date range:
- Click the start date input and select your desired beginning date from the calendar picker.
- Click the end date input and select your desired ending date.
- The page will update automatically to reflect data from the selected period.
Best practice: Check your queue analytics daily using a "Today" or "Yesterday" view for operational monitoring, and weekly or monthly for trend analysis and staffing planning.
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6 KPI Cards
Below the date filter, you'll see 6 large KPI cards that give you an instant snapshot of your queue's health and performance. These cards are designed to answer your most pressing questions at a glance.
Understanding Your Queue KPIs
Each card displays a single key metric with its value prominently shown. Here's what to look for and why each metric matters:
Call Volume Metrics
Your queue KPI cards include metrics that track the overall volume of calls flowing through your queues. High call volume with a strong answer rate indicates healthy queue operations. If volume is high but answer rate is low, you likely need more agents assigned to the queue.
Answer Rate & Wait Time Metrics
These metrics tell you how effectively your queues are connecting callers with agents. A high answer rate means callers are getting through. Long wait times mean callers are spending too much time on hold, which can lead to abandoned calls and a poor caller experience.
Efficiency Metrics
Efficiency-focused KPI cards show you how productively your queue is operating. Metrics like average handle time and agent utilization help you understand whether your team is working at optimal capacity or if there are opportunities to improve workflows.
How to Use the KPI Cards
- Green is good — When metrics are meeting or exceeding your targets, you'll know your queue is healthy.
- Watch for trends — Compare today's numbers to yesterday's or last week's. A single day of low performance might be an anomaly, but a downward trend over several days signals a problem.
- Set benchmarks — Know what "good" looks like for your organization. Answer rates above 90%, wait times under 60 seconds, and stable call volumes are common targets, but your specific goals may differ.
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Recent Calls Table
The Recent Calls table provides a detailed list of the most recent calls that were handled by your queues. This gives you a real-time view of what's happening right now and what happened recently.
What You'll See
Each row in the Recent Calls table represents a single call and includes key details such as:
- Call information — The caller's phone number, the queue the call entered, and the agent who handled it.
- Timing details — When the call came in, how long the caller waited in the queue, and the total call duration.
- Outcome information — Whether the call was answered, missed, or abandoned, and what disposition was assigned.
How to Use This Table
- Monitor in real time — During business hours, check the Recent Calls table to see if calls are being answered promptly. If you notice several recent calls with long wait times or missed statuses, it's a sign you may need to add agents to the queue.
- Spot patterns — Look for clusters of missed calls. Are they happening at specific times? From specific area codes or states? This information can help you optimize your queue routing and staffing schedules.
- Follow up on specific calls — If a caller had a long wait time or a call was missed, you can use the information in this table to prioritize callbacks and recover potentially lost opportunities.
- Verify agent availability — If calls are consistently going to the same small group of agents, it may indicate that other agents aren't logged into the queue or aren't in an available status.
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Calls by State Table
The Calls by State table shows you the geographic distribution of your queue calls, broken down by U.S. state. This is an incredibly valuable section for understanding where your callers are located and how your queues perform across different regions.
What You'll See
Each row represents a state and includes metrics such as:
- State name — The U.S. state where the call originated.
- Call count — The number of calls from that state during the selected period.
- Performance metrics — Key outcome data for calls from each state, helping you compare regional performance.
How to Use Geographic Data
- Identify your hotspot states. Which states are generating the most calls? These are your key markets and deserve the most attention in terms of agent staffing, queue capacity, and quality monitoring.
- Compare performance across states. Are calls from certain states converting at higher rates than others? This can indicate differences in lead quality by region, or it could highlight states where your agents have more expertise or better scripts.
- Align staffing with state distribution. If a large percentage of your calls come from a few specific states, make sure you have agents who are familiar with those states' regulations, products, and customer needs.
- Detect geographic anomalies. A sudden spike in calls from a state you don't typically see could indicate a new marketing campaign, a lead source issue, or even fraudulent activity. Use the Calls by State table to stay aware of unusual geographic patterns.
- Support compliance requirements. Some industries (like insurance) have state-specific licensing and compliance requirements. Knowing which states your calls come from helps you ensure that the right licensed agents are handling those calls.
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Queue Activity Analysis
Beyond the individual sections, the Queue Analytics page as a whole helps you analyze your overall queue activity across several dimensions:
Call Volume
Understanding your call volume patterns is the foundation of queue management. Ask yourself:
- Is volume consistent day to day? If it fluctuates wildly, you may need more flexible scheduling.
- Are there seasonal patterns? Many industries see predictable volume changes around enrollment periods, holidays, or marketing pushes.
- Is volume growing over time? Sustained growth is great for business but requires proactive scaling of your agent workforce.
Answer Rates
Your answer rate is one of the most critical queue metrics. Every missed call is a potential lost customer or sale. To improve answer rates:
- Ensure you have enough agents logged in and in Available status during peak hours.
- Review your queue's timeout settings — if calls are timing out too quickly, callers don't have enough time to reach an agent.
- Consider adding overflow routing so that calls that can't be answered by one queue are routed to a backup queue.
Wait Times
Long wait times frustrate callers and lead to higher abandonment rates. To manage wait times:
- Monitor the KPI cards for average and maximum wait times.
- If wait times spike, consider temporarily reassigning agents from lower-priority queues.
- Use the Performance by Hour data from the Reports page to understand which hours have the longest waits, and schedule more agents during those windows.
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Using Queue Analytics for Staffing Decisions
One of the most practical applications of queue analytics is workforce planning. Here's a step-by-step approach:
Step 1: Establish Your Baseline
Select a "Last 30 Days" date range and note your average daily call volume, answer rate, and wait times. This is your baseline — the normal operating state you're trying to maintain or improve.
Step 2: Identify Peak and Off-Peak Patterns
Cross-reference your queue analytics with the Performance by Hour chart and Peak Hours Heatmap on the Reports page. Identify your peak hours (highest call volume) and off-peak hours (lowest volume).
Step 3: Match Staffing to Demand
Create agent schedules that align with your peak patterns:
- Peak hours need your maximum agent count.
- Shoulder hours (the periods just before and after peak) can have moderate staffing.
- Off-peak hours can operate with a skeleton crew, but always maintain at least enough agents to ensure no calls go unanswered.
Step 4: Monitor and Adjust
After implementing schedule changes, check your queue analytics daily for the first week to see if your answer rates and wait times have improved. Continue fine-tuning until you hit your targets.
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Comparing Queue Performance
If your organization runs multiple queues (which most do), comparing queue performance side by side is essential. Here's how to approach it:
- Review each queue's KPIs individually by selecting different queues or viewing the Queue tab in the Performance By section on the Reports page.
- Look for imbalances. If one queue consistently has a high answer rate while another has a low one, you may have a staffing imbalance. Consider redistributing agents across queues.
- Compare geographic distributions. Use the Calls by State table for each queue to understand whether different queues serve different geographic markets. This can inform how you route calls and assign agents.
- Benchmark against your goals. Set specific targets for each queue (e.g., "Queue A should maintain a 95% answer rate and average wait time under 30 seconds") and use the analytics to track progress toward those goals.
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Tips for Getting the Most from Queue Analytics
- Check your queue analytics at least weekly. Even if things are running smoothly, a weekly review helps you spot small issues before they become big problems. Set a recurring calendar reminder to review your queue KPIs every Monday morning.
- Adjust staffing based on data, not guesses. Use the actual call volume and answer rate data from this page to make scheduling decisions. Data-driven staffing consistently outperforms gut-feel scheduling.
- Monitor state distribution for compliance. If your business requires state-specific licensing (like insurance), the Calls by State table is your early warning system. Make sure you always have properly licensed agents available for your highest-volume states.
- Correlate queue data with other reports. Queue analytics tells you what's happening in your queues, but combining it with the Performance By and Agent Scorecard data on the Reports page tells you why. Use both pages together for a complete picture.
- React quickly to real-time data. During business hours, keep an eye on the Recent Calls table. If you see a cluster of missed calls or rising wait times, take immediate action — reassign agents, adjust queue priority, or escalate to a supervisor.
- Use geographic data to optimize campaigns. If the Calls by State table shows that certain states are underperforming, work with your marketing team to adjust lead targeting or campaign messaging for those regions.
- Document your benchmarks. Write down your target KPIs for each queue and share them with your supervisors and agents. When everyone knows what "good" looks like, they're more motivated to hit the targets.
- Review after major changes. Whenever you make a significant change to your queue setup (adding a new queue, changing routing rules, onboarding a batch of new agents), check your queue analytics closely for the next several days to ensure the change had the intended effect.
Last updated: February 23, 2026