Queues Report

The Queues Report in the Squaretalk Platform helps you track call activity and performance for each queue in your system.

It is designed for supervisors and admins who want to monitor:

• queue call volume

• answered vs missed calls

• agent performance per queue

• waiting and handling activity

1. To find the Queues Report, go to the Reports tab in the main menu and select Queues.

You will see a list of all configured queues with performance statistics for the specified date range.

💡Useful Tip 1: Customize your view by setting the date range, organizing the columns with drag and drop, selecting/deselecting the specific columns, or filtering out by queues. 

💡Useful Tip 2: Adjust the timezone if needed so the system displays the data accordingly. (This will not change or impact the server’s timezone set in the Settings → General → System Settings)

2. Click on the queue name or anywhere on the queue row to open the detailed queue activity view:

A side panel window will open with all the detailed information on statistics & KPIs, according to the set time range, including:

• queue dashboard (calls statistics, abandonment rate, SL goal %, longest wait time)

• list of agents assigned to the queue & agents’ statistics (and spy/whisper/barge for agents in calls)

• detailed calls report for that specific queue (call types, duration, status) & export

• call recording, downloading options (if enabled), and AI Summary & Transcript

📌 Note 1: AI Summary and Transcript availability depend on your plan and configuration.

📌Note 2: Call recordings shown in the Phone Numbers Report depend on the extension’s recording settings. If recordings are disabled for a specific extension or call type, those calls will not have recordings available in reports.

📌 To learn how to manage recording settings in detail, see: How to Configure Call Recording Settings. 

Done 🎯