Queue Detail Report

To Access the Queue Detail report from the account level navigate to Reports > Queue Detail Select your date range then hit filter.

Legend 

QUEUE NAME: Name of the queue
OFFERED: Number of calls that entered the queue
ANSWERED: Number of calls answered through the queue
ABANDONED: Number of calls that were hung up prior to being answered or timing out.
MISSED/ REJECTED: Calls that were rejected or timed out prior to being answered.
ABANDONED %: Percentage of calls that entered the queue but hung up prior to being connected or timing out
ANSWERED %: Percentage of calls answered compared to calls abandoned (missed or rejected do not effect this stat)
AVG. CALL TIME: Average call length. Time is in minutes
AVG. ABANDONED TIME: Of abandoned calls, average time before the call hung up Time is in minutes
TOTAL CALL TIME: Total call time through the queue Time is in minutes

There is now a new toggle on this report that will show you inbound callers vs the number of actual call offers.  Below are a couple of screen shots showing the difference between the "Inbound Callers" and "Call Offers" toggle.

When "Inbound Callers" is selected, the report will increment for each whole call.  For example, a single call offered to multiple agents, or to the same agent multiple times will count as one call.  

When "Call Offers" is selected, the report will increment for each offer that was made for each call.  For example, a single call offered to 3 agents once, or to a single agent 3 times will count as 3 offers.   As another example, a single call offered to 3 agents once, and a 4th agent twice will count as 5 total offers.  

As you can see, the metrics on the report will change depending on which toggle you have selected.  

You can also export the current filtered report by clicking the CSV logo on the top right corner of the report.