Overview
The Queue Performance report provides a high-level view of call center operations across individual queues. This report type allows for accurate measurement of call volume, abandonment rates, service level compliance, and routing efficiency. Read the dataset definitions of this report type to better understand the results.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
Feature configuration
Contact Center Pro is currently in Early Access and is subject to change. If you want to enable this feature for your account, book a demo here.
The Rollup Reporting permissions are required to use this feature. Please contact the account administrator on your team. For more information, see Contact Center Pro Permissions.
Things to know
Ensure the View All Newly Added Datasets permission is enabled for your user role if you don't see Contact Center Pro reports in Rollup Reporting.
Filter report results
After you've created a report, apply filters to narrow down the results.
From the Network/Tenant dropdown, select the specific ServiceTitan account you want the report to reflect.
Use the Workflows dropdown to filter the report to specific call workflows.
Use the Queues dropdown to filter the report to the queues you choose, letting you analyze performance metrics for specific teams.
Use the From - To dropdown to set the date range for the report results.
Use the From (Time) - To (Time) dropdowns to set the exact time range for the report results.
Use the Time Interval dropdown to select how granular you want the data to be broken down in your report.
Total (Default): Displays cumulative values across the selected time range. Use this if you want an overall summary without time-based segmentation.
Daily: Breaks down the data by day. Use this if you're analyzing trends or performance over a range of days.
Hourly: Breaks down the data by hour. Use this if you need to track performance throughout the day.
In the Service Level Compliance (secs) field, enter the SLA threshold in seconds used to calculate service level compliance. The default is 20 seconds.
In the Abandon Threshold (secs) field, enter the minimum number of seconds a call must last to be counted as abandoned. The default is five seconds.
For more information, see Run, filter, and export Rollup reports.
Understand report results
Your report results display in a table based on the filters you set. By default, the Queue Performance report includes the following columns:
Queue Details
Queue Name: The name of the queue whose performance is being measured.
Call Details
Total Calls: The total number of calls that passed through this queue. All subsequent fields are a subset of this total, per queue.
Answered Queue Calls: The total number of inbound calls answered by an agent in this queue. Qualifying calls are inbound, not marked as internal, not Direct Dial (DID), and include at least one human agent participant.
Total Transfer Calls: The total number of answered queue calls that involved a transfer. A transfer call includes two or more participants, such as a human agent or Virtual Agent. Internal calls are excluded.
Calculation: [Count of Answered Queue Calls with Participant Count ≥ 2 (Agent or VA)]
Virtual Agent Transfers: The total number of transfer calls that included at least one Virtual Agent (VA) participant.
Single Agent Calls: The total number of answered queue calls handled by a single participant, either a human agent or Virtual Agent. Calls with more than one participant are excluded.
Missed Calls
Missed Calls: The total number of calls that passed through this queue but were not answered by an agent within this queue.
True Abandoned Calls: The total number of inbound calls that passed through this queue and were abandoned by the caller while waiting in this queue. To qualify, the call must have no participants, must meet the Abandon Threshold, must not be a voicemail, and must not be a forwarded-out call.
True Abandoned Under Threshold: The total number of calls that would be classified as True Abandoned Calls but did not meet the Abandon Threshold set in the report filters.
True Abandoned Rate: The percentage of calls that reached this queue and were abandoned.
Calculation: [True Abandoned Calls] / ([True Abandoned Calls] + [Answered Queue Calls]) × 100
Missed Calls Answered Elsewhere: The percentage of missed calls in this queue that were ultimately resolved in a different queue or channel. A call qualifies if it was missed in this queue and later received a classification resolution or was answered by a participant.
Calculation: [Missed Calls with Resolution or Participant] / [Total Missed Calls] × 100
Missed Calls Abandoned Elsewhere: The percentage of missed calls in this queue that were later truly abandoned in a different queue. A call qualifies if it was missed in this queue and is considered a True Abandoned Call where this queue is not the primary queue.
Calculation: [Missed Calls Truly Abandoned in Another Queue] / [Total Missed Calls] × 100
Performance Details
Avg Wait Time To Answer: The average time from when a call enters this queue to when it is delivered to an agent. Does not include true abandoned calls in this average. The result displays in HH:MM:SS format.
Calculation: [Total Wait Time Across Answered Queue Calls] / [Total Answered Queue Calls]
Avg Duration To True Abandon: The average total duration of calls that were ultimately abandoned and that passed through this queue, measured from the start of the entire call to its end. The result displays in HH:MM:SS format.
Calculation: [Total Duration of True Abandoned Calls Through This Queue] / [Total True Abandoned Calls]
Avg Wait Time To Abandon: The average time from when a call enters this queue to when it is abandoned, for calls where this queue is the primary queue at the time of abandonment. The result displays in HH:MM:SS format.
Calculation: [Total Wait to Abandoned in This Queue as Primary Queue] / [True Abandoned Calls Where This Queue is Primary]
Service Level Compliance: The percentage of answered queue calls that were answered within the Service Level Compliance threshold set in the report filters. The default threshold is 20 seconds. Response time is measured from when the call entered the queue to when it was delivered to an agent.
Calculation: [Calls Answered Within SLA Threshold] / [Answered Queue Calls] × 100
Booking Rate: The rate at which single-agent answered queue calls resulted in a booked job. Only calls classified as Booked or Unbooked are included. The final value is expressed as a percentage.
Calculation: [Booked Single-Agent Answered Queue Calls] / ([Booked + Unbooked Single-Agent Answered Queue Calls]) × 100
Rollover Due To Timeout: Counts how many times calls in this queue waited longer than five seconds without being answered and ultimately timed out. Each timeout instance for a call is included in the total.
Rollover Due To Skip: Counts how many times calls in this queue timed out within five seconds of entering, indicating they were effectively skipped (for example, when no agents were available). Each timeout instance for a call is included in the total.
