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Queue Calls card

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Overview

The Queue Calls card shows how many calls went through a queue for the time period you choose. It also shows how many were answered, how many were abandoned, and the average wait time. If you see a lot of abandoned calls compared to answered ones, it may be worth looking at staffing levels.

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What you’ll see

The card shows a summary of queue activity including:
  • Total calls answered through queues
  • Abandoned calls
  • Average wait time
When there have been no queue calls in the period, it shows No queue calls.

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Changing the time period

Click the ⋯ menu in the card header to change the period:
  • Today: calls so far today (default)
  • Yesterday: the full previous day
  • This Week: Monday to today
  • Last Week: the full previous week

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Filtering by queue

If your system has more than one queue, the ⋯ menu also lets you choose which queues to include. Each queue has a checkbox. Tick or untick to include or exclude it. At least one queue must stay selected at all times. The card header shows how many queues are currently selected (for example, 2 of 3 queues).

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Refreshing the data

Click the refresh icon in the card header to update the counts.