Queue Reports
Data-Driven Insights to Optimize Call Center Efficiency
Maximize call center performance with FreeVoice Queue Reports, delivering real-time analytics and deep insights into queue activity. Enhance customer experience (CX), reduce abandonment rates, and improve call transfer efficiency
Real-Time Queue Monitoring – Track call volume, wait times, and agent availability
Abandonment & SLA Reports – Identify bottlenecks and improve service levels-Driven Analytics – Leverage predictive insights for better workforce management
Customizable Dashboards – Get actionable data tailored to your KPIs
Empower your team with call center analytics and drive operational excellence.
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Individual agent performance
and team productivity metrics
Live feed of metrics for large screen TV's and PC monitoring stations
Call Detail Reports for all calls,
SMS, and messaging
Call Center
feature list
Live Queue Monitoring
View callers in real time as they wait for an agent and are connected. Continually see how many agents are Available, or Paused. How many calls are Waiting, In Use, Completed, Transferred, Abandoned, Opted Out, Overflowed, or scheduled for Callbacks. Monitor key metrics like Average Hold Time, Talk Time, Service Level Goals and Last Call Time. Select any queue to see the callers and how long they've been holding.
Queue Totals
View how many calls were recieved per queue, and what was the outcome. Completed calls were answered , Abandon hung up before speaking with someone, Overflow held the maximum wait time, and Opt Out chose another path such as automated callback, voicemail, or menu option.
Call Status Totals
System wide overview of all call outcomes both as a quantity and percentage of total calls
Calls Per Hour
View call volumes per queue for balancing staffing and marketing needs
Queue Hold Times
See the average and maximum hold times per queue and how they relate to call volume over time
Queue Talk Times
See how long the average agent is spending per call and maximum duration
Call Tracking by Phone Number
Track calls by phone number to compare marketing sources and maximise ROI
Queue Talk Times
See how long the average agent is spending per call and maximum duration