Field description Queue Reports
Last modified by Christian Köhler on 2026/10/01 08:43
Introduction
The following tables contain a list and description of all fields used in the reports.
Queue Report
Provides an overview of the queue, including the number of incoming calls and their outcomes.
| Field | Description |
|---|---|
| Date / Time | Date and time of call |
| All calls | Number of calls made to this hotline within a defined time frame: started + aborted + lost + callbacks + voicemail + out of office + dropped |
| Started | Number of calls accepted by an agent |
| Started in % | Number of calls accepted by an agent in % Started / (all calls - aborted - out of office) |
| Continued | Number of calls that were continued from a previous interval |
| Active | Number of active calls in this interval (started + continued) |
| Started in x sec | Number of calls accepted by an agent within x seconds |
| Started in x sec in % | Number of calls accepted by an agent within x seconds in % started in x sec / (all calls - aborted - out of office) |
| Aborted in x sec | Number of calls hung up within x seconds |
| Aborted in x sec in % | Number of calls hung up within x seconds in % aborted / (all calls - out of office) |
| Delivery attempts | Number of deliveries to available agents, which were not accepted. Delivery duration is set to 15 seconds by default |
| Pickup (inbound) | Number of calls picked up by an agent |
| Rejected | Number of calls explicitly rejected by an agent |
| Callbacks | Number of calls with a callback request |
| Lost after x sec | Number of calls that were hung up after x seconds |
| Lost after x sec in % | Number of calls that were hung up after x seconds in % lost / (all Calls - aborted - out of office) |
| SLA X/Y | Service Level Agreement. X: Percentage based on all calls. Y: Time within which the call was accepted |
| Transferred | Number of calls that were transferred by an agent |
| Voicemail | Number of calls routed to a voicemail |
| Out of office | Number of calls outside office hours |
| Ø Waittime | Average waiting time in the queue |
| Min Waittime | Minimum waiting time in the queue |
| Max Waittime | Maximum waiting time in the queue |
| Total Waittime | Sum of waiting time in the queue |
| Ø Call duration | Average conversation duration in the queue |
| Min call duration | Minimum conversation duration in the queue |
| Max call duration | Maximum conversation duration in the queue |
| Total call duration | Sum of conversation duration in the queue |
| Ø Hold time | Average hold time in the queue |
| Min hold time | Minimum hold time in the queue |
| Max hold time | Maximum hold time in the queue |
| Total hold time | Sum of hold time in the queue |
| Calls with at least one unsuccessful devlivery | Number of calls that resulted in at least one failed delivery attempt |
| Pickup (outbound) | Calls intended for this agent, but picked up by another agent |
| Abandoned | Calls that were dropped due to a timeout. The subsequent target is individual |
| Locked | Calls locked an agent due to a timed out call delivery |
| Ø Wait time (Lost) | Average wait time of lost calls |
| Min Wait time (Lost) | Minimum wait time of lost calls |
| Max Wait time (Lost) | Maximum wait time of lost calls |
| Total Wait time (Lost) | Total wait time of lost calls |
| Median Wait time (Lost) | Median waiting time of lost calls |
| Median Wait time | Median waiting time |
| Median Talk time | Median call duration |
| Median Hold time | Median hold time |
| Voicebot | Total number of calls connected to the voicebot |
| Voicebot successful | Number of calls autonomously resolved by the voicebot |
| Voicebot overflow queue | Number of calls forwarded from the voicebot into a queue |
| Voicebot overflow number | Number of calls forwarded from the voicebot to a specific phone number |
| Voicebot overflow agent | Number of calls forwarded from the voicebot directly to an agent |
| Voicebot set forwardingdestination | Number of calls where the voicebot assigned a specific target group within the queue |
| Voicebot callback | Number of calls with a callback request initiated via the voicebot |
| Voicebot lost | Number of calls hung up by the caller during the voicebot interaction |
| Voicebot lost after x sec | Number of calls hung up by the caller during the voicebot interaction after x seconds |
| Voicebot aborted | Number of calls where the caller actively cancelled the voicebot interaction |
| Ø Voicebot call duration | Average conversation duration with the voicebot |
| Min Voicebot call duration | Minimum conversation duration with the voicebot |
| Max Voicebot call duration | Maximum conversation duration with the voicebot |
| Total Voicebot call duration | Sum of conversation duration with the voicebot |
| Median Voicebot call duration | Median conversation duration with the voicebot |
| Ø Voicebot rating | Average evaluation score of the conversation (scale 1 to 5) |
Queue Agent Report
Provides an overview of the number of calls each agent handled from the queue.
| Field | Description |
|---|---|
| Agent | Name of agent |
| Started | Number of calls accepted by an agent |
| Continued | Number of calls that were continued from previous interval |
| Active | Number of active calls in this interval (started + continued) |
| Delivery attempts | Number of delivery attempts to available agents that were not accepted. Delivery duration is set to 15 seconds by default |
| Rejected | Number of calls that were rejected by the agent |
| Pickup (inbound) | Number of inbound calls picked up from another agent |
| Transferred (outbound) | Calls transferred by an agent |
| Ø Wait time | Average waiting time in the queue |
| Min wait time | Minimum waiting time in the queue |
| Max wait time | Maximum waiting time in the queue |
| Total wait time | Sum of the waiting time in the queue |
| Ø Hold time | Average hold time in the queue |
| Min hold time | Minimum hold time in the queue |
| Max hold time | Maximum hold time in the queue |
| Total hold time | Sum of the hold time in the queue |
| Ø Calling duration | Average call duration in the queue |
| Min calling duration | Minimum call duration in the queue |
| Max calling duration | Maximum call duration in the queue |
| Total calling duration | Total call duration in the queue |
| Calls with at least one unsuccessful delivery | Number of calls that resulted in at least one failed delivery attempt |
| Pickup (outbound) | Number of calls picked up by another agent |
| Transferred (inbound) | Number of calls transferred to an agent |
| Locked | Number of calls that locked an agent due to a timed-out call delivery |
| Median wait time | Median waiting time |
| Median hold time | Median call duration |
| Median talk time | Median talk time |
Queue Agent State Report
Provides an overview of when the agent logged on and off, how long they spent in each status, and evaluates individual break reasons if a custom break selection is used.
| Field | Description |
|---|---|
| Time | Time |
| Total | Total Talk time (internal + inbound + outbound) |
| Intern | Internal talk time |
| Inbound | Inbound talk time |
| Outbound | Outbound talk time |
| Pause | Duration in state pause |
| Away | Duration in state away |
| DND | Duration in state DND |
| Postprocessing | Duration in state post processing |
| Locked | Duration in state locked |
| Logon | System login |
Voicebot Callrating Report
Der Voicebot Callrating Report dient als detaillierter Einzelverbindungsnachweis für alle über den Voicebot gelaufenen Dialoge. Jeder Datensatz entspricht einem geführten Anruf und kombiniert grundlegende Verbindungsparameter mit einer tiefgehenden, KI-basierten Konversations- und Qualitätsanalyse (unterteilt in Effizienz, Sprachqualität, Frustrationserkennung, Schleifenbildung und Lösungserfolg).
| Field | Description |
|---|---|
| Date | Date and time of the call |
| CallId | Unique identifier of the call session |
| OriginationNumber | Phone number of the calling party |
| UserName | Name of the assigned voicebot |
| Rating | Overall AI conversation rating on a scale from 1.0 to 5.0 |
| RatingText | Textual reasoning and evaluation summary |
| Custom0 | Full conversation transcript between voicebot and caller |
| TotalTurns | Total number of dialogue turns (e.g., Bot -> User -> Bot = 3) |
| CountAgentWords | Total number of words spoken by the voicebot |
| CountCallerWords | Total number of words spoken by the caller |
| AgentWordsToCallerWordsRatio | Ratio of bot words to caller words (CountAgentWords / CountCallerWords) |
| AgentWordShare | Share of bot words relative to total spoken words (0.0 to 1.0) |
| AverageCallerWordsPerTurn | Average number of caller words per user turn |
| QualityStatus | Overall call quality assessment: "OK" or "BAD" (BAD if Rating <= 2.5 or IsLoop = True) |
| EmptyCallerTurns | Number of caller turns that contained only silence, noise, or were empty |
| EmptyCallerRatio | Ratio of empty caller turns to total caller turns (0.0 to 1.0) |
| StutterTurns | Number of caller turns containing hesitation, filler words, or stuttering |
| StutterRatio | Ratio of hesitation/stutter turns to total caller turns (0.0 to 1.0) |
| AgentRepromptCount | Number of fallback/clarification prompts triggered by the bot |
| NoMatchCount | Number of caller inputs that could not be mapped to any known intent |
| IntentRecognized | Indicates whether the caller's core request was correctly recognized at least once (True/False) |
| SignalsAtStart | Count of negative keywords or frustration signals detected in the first half of the call |
| SignalsAtEnd | Count of negative keywords or frustration signals detected in the second half of the call |
| FrustrationTrend | Trend of caller sentiment throughout the call ("Besser", "Schlechter", "Gleichbleibend") |
| HandoverRequested | Indicates whether the caller explicitly asked for a human agent (True/False) |
| HandoverExecuted | Indicates whether the call was successfully handed over to a human agent (True/False) |
| IsLoop | Indicates whether the dialogue entered a repetitive conversational loop (True/False) |
| LoopType | Classification of the detected loop pattern (e.g., "IdenticalReprompt", "StatePingPong") |
| LoopReason | Identified cause of the loop (e.g., "EntityExtractionFailed", "NoMatchThreshold") |
| Consecutive | Indicates whether the bot repeated the identical prompt directly in consecutive turns (True/False) |
| Global | Indicates whether redundant dialogue patterns repeated across the entire conversation (True/False) |
| EstimatedOutcome | Estimated call result based on closing turns (e.g., "Erfolgreich beendet", "Frustrierter Abbruch", "Ghost Call", "Weiterleitung") |
| TaskCompleted | Resolution level of the request: "Yes" (fully resolved), "Partial" (handover initiated), or "No" (aborted/unresolved) |
| IntentSwitches | Number of times the caller had to switch or rephrase their intent before bot comprehension |
| PotentialDeadEndTrigger | The last bot utterance spoken prior to an abort or dialogue breakdown |
| LastCallerSentence | The final sentence spoken by the caller before the call ended |