Calls Received
—
Answer Rate
—
Abandoned
—
Hold KPI Met
—
Avg Hold Time
—
Avg Talk Time
—
Answer Rate vs Target
Hold KPI Met vs Target
Hold Time Distribution — Answered Calls
Within 40s
41–60s
61–90s
Over 90s
Busiest Day
—
Busiest Hour
—
Busiest Date
—
Calls by Hour
Calls by Day of Week
Queue / Customer Performance
| Queue / Customer | Total | Answered | Ans % | Abandoned | KPI Target | KPI Met % | Avg Hold | Avg Talk |
|---|---|---|---|---|---|---|---|---|
| Load data to view performance | ||||||||
Call Volume Heatmap — Hour × Day of WeekLeft col = Answered · Right col = Abandoned
Load data to generate heatmap
Load data to view agents
Top 10 Callers by Volume
Top 10 — Detail
Load data
Search Results
| Date | Time | Caller | Queue | Status | Agent | Hold | Talk |
|---|---|---|---|---|---|---|---|
| Search above | |||||||
Daily Volume & Answer Rate
Daily Avg Hold Time (sec)
Daily Hold KPI Met %
Report Settings
Customer / Queue
Period From
Period To
Customer & Queue Mapping
Map queue codes to friendly customer names. These names appear in the sidebar, queue tables, and report builder. Mark queues inactive to hide them from the interface.
Queue Code
Customer / Friendly Name
Group
KPI (sec)
Active
Load data to see queues
Worker Connection
Worker URL
Cloudflare Worker base URL
Read Token
READ_TOKEN value
KPI Targets
Answer Rate Target (%)
% of calls that must be answered
Hold KPI Target (%)
% of answered calls within KPI time
Data Backfill — XLSX Upload
Upload historic Queue Report XLSX exports. Duplicate records are automatically skipped based on timestamp + caller + queue matching.
Drop XLSX files here or click to browse
Supports Queue Report format — multiple files accepted
Export