---
title: "Queue Reports - Columns"
canonical: "https://help.telegra.de/space/MCCE/9561348869443/Queue%20Reports%20-%20Columns"
format: markdown
---
The following columns are available in the queue report:
| | |
| --- | --- |
| **Column Name** | **Description** |
| Total Calls | The total number of calls in the queue, including forwarded calls and calls forwarded to other agent groups. This is independent of the length of the individual calls (the Minimum call length parameter, if set, is ignored). |
| Connected Calls | The total number of calls connected to an agent, regardless of the length of each call (the minimum call length parameter, if set, is ignored). |
| Connected Calls Group 1 | The total number of calls that were connected to an agent in the first priority group, regardless of the length of the individual calls (the minimum call length parameter, if set, is ignored). |
| Connected Calls Group 2 | The total number of callers who were connected to an agent of the second priority group because no agents of group 1 were available. This applies regardless of the length of the individual calls (the Minimum call length parameter, if set, is ignored). |
| Connected Calls Group 3 | The total number of calls that were connected to an agent of the third priority group because no agents of group 1 or group 2 were available. This applies regardless of the length of the individual calls (the Minimum call length parameter, if set, is ignored). |
| Connected Calls Group 4 | The total number of calls that were connected to an agent of the fourth priority group because no agent of group 1, group 2 or group 3 was available. This applies regardless of the length of the individual calls (the Minimum call length parameter, if set, is ignored). |
| Connected Calls Group 5 | The total number of calls that were connected to an agent of the fifth priority group because no agents of group 1, group 2, group 3 or group 4 were available. This applies regardless of the length of the individual calls (the Minimum call length parameter, if set, is ignored). |
| Calls directed to the Overflow | The total number of calls routed to an overflow destination (if set). |
| Calls not connected | The total number of callers in the queue who have not been connected to an agent (Total calls - Connected calls). Only calls longer than the Minimum call length parameter (if set) are counted.
> 📝 **Note: **Not connected calls also include dropped calls**.** |
| Calls not connected (Call Limit reached) | The total number of calls that could not be queued because the queue had reached its maximum capacity. Only calls longer than the minimum call length parameter (if set) are counted. |
| Calls not connected (Length Limit reached) | The total number of calls that have left the queue (and possibly moved to the next higher agent group, if specified) because the maximum allowed number of calls in the queue has been reached. Only calls longer than the minimum call length parameter (if set) are counted. |
| Calls not connected (Contact hung up) | The total number of calls in the queue that hung up before being connected to an agent. Only calls longer than the minimum call length parameter (if set) are counted. |
| Calls not connected (DTMF Breakout) | The total number of calls that left the queue using one of the DTMF breakout options before being connected to an agent. Only calls longer than the minimum call length parameter (if set) are counted. |
| Calls not connected (Maximum Wait Time reached) | The total number of calls that have left the queue (and possibly moved to the next higher agent group) because the maximum number of seconds a caller may wait in the queue has been reached. Only calls longer than the minimum call length parameter (if set) are counted. |
| Calls not connected (No Agent available) | The total number of calls that could not wait in the queue (and may have overflowed to the next higher priority group of agents) because no agents were available. Only calls longer than the minimum call length parameter (if set) are counted. |
| Consultation Attempts | The total number of calls in which an agent pressed the consultation key. |
| Consultation connected (Successfull) | The total number of calls where an agent attempted to consult with another agent or supervisor and the called party answered the call. |
| Cold Transfer Attempts | The total number of calls that were forwarded to another agent group. |
| Cold Transfer Connected | The total number of forwarded callers who were successfully connected to an agent and thus left the queue. |
| Dropped Calls | The total number of calls that were neither forwarded to a queue nor to an agent because the caller either hung up or left the queue using one of the DTMF breakout options (Calls not connected (contact on-hook) + Calls not connected (DTMF breakout)). |
| Service Level | The total number of calls that did not hang up within a specified number of seconds after being queued and were connected to an agent within the targeted number of seconds, regardless of the length of the individual calls (the minimum call length parameter, if set, is ignored). (Total number of calls meeting the service level/total number of calls without hanging up). |
| Availability | The percentage of callers who did not hang up within a specified number of seconds after being queued and connected to an agent. (Connected calls/total number of calls). |
| Real Availability | The percentage of calls placed in the queue that were longer than the minimum call length and were successfully connected to an agent. This includes forwarded calls or calls that were forwarded to other agent groups. (Connected calls/total number of calls (minimum call length)). |
| Total Calls including Hangups (M) | The total time (in minutes) of all calls assigned to the queue (waiting time in queue + talk time with agents), measured from the time each call entered the queue to the time each call left the queue or the call ended. This applies regardless of the length of each call (the minimum call length parameter is ignored if set) and includes calls where callers hung up. |
| Total Calls excluding Hangups (M) | The total time (in minutes) of all calls assigned to the queue (waiting time in queue + talk time with agents), measured from the time each call entered the queue to the time each call left the queue or the call ended. This applies regardless of the length of each call (the Minimum call length parameter, if set, is ignored) and does not include calls where callers hung up. |
| Average Call Length | The average length (in seconds) of the calls in this queue. This applies regardless of the length of the individual calls (the minimum call length parameter is ignored if set). |
| Total Talk Time | The total time (in minutes) spent in calls with agents, including time on hold, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). The time spent in the queue is not taken into account. |
| Average Talk Time | The average call time (in seconds) spent with the agents, regardless of the length of each call (the minimum call length parameter, if set, is ignored). The time spent in the queue is not taken into account. |
| Longest Wait Time (S) | The longest time (in seconds) that a caller has waited in this queue. |
| Average Wait Time (S) | The average time (in seconds) that calls have waited in the queue, measured from the time each call was queued until the time each call was connected to the first agent. This applies regardless of the length of each call (the minimum call length parameter, if set, is ignored). |
| Total Wait Time | The total time (in minutes) that calls spent on hold, measured from the time each call joined the queue (after all non-interruptible announcements ended) to the time each call was connected to the first agent. The waiting time includes the time of ringing and the time of answering by the agent. It is independent of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Average Answer Time | The average time (in seconds) it took callers to be connected to an agent, measured from the time each call entered the queue to the time an agent answered the call. (Average Wait Time/Connected Calls). |
| Longest Answer Time | The longest time (in seconds) it took for a caller to be connected to an agent, measured from the time the caller joined the queue to the time an agent answered the call. |
| Total Answer Time | The total time (in seconds) that calls took to be connected to an agent, measured from the time each caller joins the queue to the time an agent answers the call. |
| Average Hold Time | The average time (in seconds) that calls were held. This applies regardless of the length of the individual calls (the Minimum call length parameter is ignored if set). |
| Total Hold Time | The total time (in minutes) that calls were held. This applies regardless of the length of the individual calls (the Minimum call length parameter is ignored if set). |
| Summierte Nachbearbeitungsdauer | The sum of all wrap-up times (in minutes) for agents assigned to this queue. This includes the handling times for incoming and outgoing calls. |
| Combined Total Wrap Up Time | The average handling time (in seconds) for agents assigned to this queue. This includes the handling times for incoming and outgoing calls. |
| Maximum Queue Length | The maximum length of this queue during the reporting period.
> 📝 **Note:** If a call ends up going through two or more different queues, such as call transfers, two (or more) entries are displayed in the report. |
| Outbound Calls | The total number of outgoing calls made by agents assigned to this queue. |
| Total Oubound Talk Time | The total time (in minutes) that the agents assigned to this queue have spent on all outgoing calls. |
| Fixed Line Outbound Calls | The total number of outgoing calls made to landline numbers by agents assigned to this queue. |
| Fixed Line Outbound Talk Time | The total time (in minutes) that the agents assigned to this queue have spent on outgoing calls to landline phones. |
| Mobile Outbound Calls | The total number of outgoing calls made to mobile numbers by agents assigned to this queue. |
| Mobile Outbound Talk Time | The total time (in minutes) that agents assigned to this queue have spent on outgoing calls to mobile numbers. |
| International Outbound Calls | The total number of outgoing calls made to international numbers by agents assigned to this queue. |
| International Outbound Talk Time | The total time (in minutes) spent by the agents assigned to this queue on outgoing calls to international numbers. |
| Internal Outbound Calls | The total number of outgoing calls made internally to other agents by agents assigned to this queue. |
| Internal Outbound Talk Time | The total time (in minutes) that agents assigned to this queue have spent on outbound calls to other agents. |