This new feature gives Contact Center Pro managers a dedicated report to measure how each queue handles inbound calls, so you can spot performance gaps and take action to reduce missed calls and improve service levels.
What's new?
Before this report, you had no centralized way to see how individual queues performed across key metrics like abandonment rate, wait times, and rollover behavior. To evaluate queue effectiveness, you had to piece together information from the Tenant Performance report or Agent Performance report, neither of which broke down results by queue. Now, the Queue Performance Report provides a single, per-queue view of inbound call performance with detailed metrics and flexible filters, so you can quickly identify which queues need attention and make data-driven staffing and routing decisions.
Before and After
Before (Current)
You want to understand how a specific queue is performing.
Open the Tenant Performance report in Contact Center Pro.
Review high-level call metrics across all queues combined.
Notice a high number of missed calls but cannot determine which queue is responsible.
Manually cross-reference call records and queue settings to estimate where callers are dropping off.
Make routing or staffing changes based on incomplete information.
Impact: Without a queue-level breakdown, you spend extra time investigating call handling issues and risk making changes that do not address the actual bottleneck.
After
You want to understand how a specific queue is performing.
Set up report
Go to Enterprise Hub Rollup Reporting.
Click Create Report.
Select the Queue Performance Report template.
Set the columns and filters for the report and save.
Once a report has been created, you can run it without needing to recreate it.
Run the report
Open the Queue Performance Report in Contact Center Pro.
Filter by date range, specific queues, and service level compliance threshold.
Review each queue's row to compare total calls, answered calls, missed calls, true abandoned calls, and average wait times side by side.
Identify the queue with the highest true abandoned rate or the longest average wait time to answer.
Adjust routing rules or staffing for that queue based on the specific metrics.
Impact: You pinpoint exactly which queue needs attention and make targeted changes, reducing missed calls and improving service level compliance.
Who uses this feature
All business types
Administrators, Managers
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A plumbing company filters the Queue Performance Report by their Emergency and General Service queues over the past week. They notice the emergency queue has a 30% true abandoned rate and use that data to add another agent during peak hours.
An HVAC shop reviews the average wait time to answer for each queue after a seasonal demand spike. They discover their Maintenance queue has a much longer wait time than New Install, prompting a staffing adjustment.
A residential service manager compares the Missed Calls Answered Elsewhere metric across queues to confirm that rollover destinations are catching calls the primary queue misses.
Commercial Service and Replacement
A commercial facilities maintenance company runs the report filtered by their Tenant Requests queue to track how long callers wait before a CSR picks up, then uses the data to justify hiring an additional CSR.
A regional commercial HVAC provider reviews rollover due to timeout versus rollover due to skip to determine whether their queue timeout setting is too long or agents are simply unavailable.
A commercial service manager uses the booking rate column on single-agent answered calls to compare conversion performance across queues handling different call types.
Residential Construction
A home builder filters the report by their Project Scheduling queue and reviews the true abandoned under threshold metric to evaluate whether their service level agreement (SLA) target is realistic.
A remodeling company reviews average duration to true abandon for their Customer Inquiries queue. They find callers hang up within 45 seconds on average, indicating the queue greeting or hold message may need adjustment.
A residential construction manager reviews the transfer in and transfer out columns to understand how often calls move between queues, then streamlines the workflow to reduce unnecessary transfers.
Commercial Construction
A general contractor monitors Queue Performance Report data weekly for their Subcontractor Coordination queue. They notice a spike in missed calls abandoned elsewhere and investigate whether the rollover destination needs updating.
A commercial construction company uses the service level compliance column to compare queue performance against their internal SLA targets and shares the results in weekly operations meetings.
A project-based construction firm filters by the Billing Inquiries queue and identifies that most missed calls happen during lunch hours, leading them to stagger agent breaks.
How to prepare
Identify which queues you want to monitor first. Review your current queue setup in Contact Center Pro to confirm queue names are descriptive and up to date.
Confirm that administrators and managers have the appropriate permissions to access Contact Center Pro reporting.
Align with your team on the service level compliance and abandoned threshold values you want to use when filtering the report, so results reflect your operational goals.
Bookmark any knowledge base articles or Academy videos for team training.