Call Now (205) 699-8090
Location Central Alabama

Call Center Queue Analytics

Call Center Queue Analytics by Vulcan Telecom

Call Center Phone Services

Queue analytics refer to the use of data and analysis techniques to understand and optimize the performance of call queues in a PBX (Private Branch Exchange) system.

In a PBX system, call queues are used to manage incoming calls when all of the available agents are busy. Callers can be placed in a queue and will be connected to an agent as soon as one becomes available.


Queue analytics can be used to track and understand a variety of metrics related to call queues, such as the average wait time for callers, the number of abandoned calls (calls that are disconnected before being answered by an agent), and the percentage of calls that are answered within a certain timeframe.

This information can be used to identify problems or bottlenecks in the call queue system and to implement changes that will improve the efficiency and effectiveness of the call center.

Call Center Phone Services

Some examples of the types of data that might be collected and analyzed as part of queue analytics include:


Call volume

The number of calls that are placed in the queue over a given period of time.

Wait time

The amount of time that callers spend in the queue before being connected to an agent.

Abandonment rate

The percentage of calls that are disconnected before being answered by an agent.

Service level

The percentage of calls that are answered within a certain timeframe (e.g., within 30 seconds).

Agent utilization

The percentage of time that agents spend handling calls.

By analyzing this data and implementing changes based on the insights gained, call centers can improve the experience for both callers and agents and increase overall efficiency.

A tool that allows you to manage, share and customize dashboards of queue/agent statistics in one convenient place is called Queue Analytics (referred to as Wallboard)

How to access Queue Analytics


To access Queue Analytics, you need to be a call center supervisor. After logging in as a call center administrator, we then click on the 'Applications' drop down menu in the top right corner of the Management Portal page to access a menu that allows us to select 'Queue Analytics' to launch the desired application.

Queue Analytics functionality can also be enabled for basic users. However, in this case, basic users will be limited over the amount of data they can view. In particular, this limitation is that they can only view real-time call queue statistics. This means displaying statistics such as active calls, calls on hold, longest wait. It is therefore a display of Gauge and Single Stat cards. For basic users, Grid and Table tab types can also be added as an option. However, these statistics will only work for the Call Queue and Call Waiting data types.

The Queue Analytics page provides a toolbar for the user to easily customize and create "tabs", which are individual windows containing queue statistics of your choice. These tabs populate the Queue Analytics page, which is called the "Dashboard".

The Analytics Toolbar allows you to:


  1. Manage boards
  2. Share boards
  3. Check the version number
  4. Create a New Board
  5. Edit existing board
  6. Copy a Board
  7. Delete a Board
  8. Access Board Settings
  9. Create Favorite a Board
  10. Share a Board with Others
  11. Enter Full-Screen Mode
  12. Manager Portal Apps

To create a new card, we need to select the type of card and the data to be displayed. At the same time, each card can be further customized if needed. This customization can be done for each card and thus we can adjust the style of each card.

To create a new card we proceed as follows:

Click on the "Add Card" button on the relevant screen.

Available (AM)

This will display a new blank card. If we want to customize this new card, we click on the "Select Type" option.
If we choose this option, we will select the Card Type we want to use. This defines and determines, among other things, how the required information will be displayed.
Once we have selected the card type we click on the 'Data' tab and use the '+ Add Data' option to determine what data will be displayed on the card.
In addition, we can also set up notifications. We apply these settings using the '+Add Alert' button. Thanks to this setting - Notifications - we can define values that activate a color change or a browser notification. These defined values are threshold values and when the monitored dataset exceeds a certain threshold value defined in this way for the selected tab data, the set alert will be activated. Browser notifications are located in the Dashboard Settings section of the Analytics toolbar.
Create a tab by clicking the green "check" button once the desired data type is selected. Additional split and filter options are still available in the menu on the left side.
Once a tab is created, it will appear on the dashboard and you can still continue to add or edit tabs at this point. Once you have completed all your changes, click the 'Save' button at the top of the screen. This completes the creation or editing of the card.
Stats Available by Agent

Types of cards forqueue analysis


Each card type can only be used to display certain types of data. Keep this in mind to better understand how you should organize your boards.

When you create a new tab, you can select not only the type of tab, but also the data you want to display, and you can define and select the style of displaying the selected information.

Each card type can then be used with specific data or reports. However, it should be kept in mind that not all card types can be used with all data types.


The Gauge Card Type is compatible with the following data/report types:

  1. Calls Handled
  2. Calls Forwarded
  3. Calls Waiting
  4. Calls to Voicemail
  5. Call Volume
  6. Average Talk Time
  7. Average Wait Time
  8. Average Hold Time
  9. Active Calls
  10. Longest Wait
  11. Agents Online
  12. Agents Idle
  13. Abandoned Calls
  14. Abandon Rate
  15. Service level
  16. Total Talk Time
  17. Custom Data Source (Provide data via a web resource)

The Line Chart Card Type is compatible with the following data/report types:

  1. Abandon Rate
  2. Service Level
  3. Calls Handled
  4. Calls Forwarded
  5. Calls to Voicemail
  6. Call Volume
  7. Calls Waiting
  8. Abandoned Calls
  9. Average Hold Time
  10. Average Talk Time
  11. Average Wait Time
  12. Average Handle Time
  13. Total Talk Time
  14. Peak Active Calls

The Single Stat Card Type is compatible with the following data/report types:

  1. Active Calls
  2. Calls Waiting
  3. Calls Handled
  4. Calls Forwarded
  5. Calls to Voicemail
  6. Call Volume
  7. Average Talk Time
  8. Average Wait Time
  9. Average Hold Time
  10. Longest Wait
  11. Agents Online
  12. Agent Idle
  13. Abandoned Calls
  14. Abandon Rate
  15. Service Level
  16. Total Talk Time
  17. Custom Data Source (Provide data via a web resource)

The Table Card Type is compatible with the following data/report types:

  1. Agents
  2. Call Queues
  3. Calls Waiting
  4. Custom Data Source (Provide data via a web resource)

The Grid Card Type is compatible with the following data/report types:

  1. Agents

The Note Card Type is just a custom note.


The iFrame Card Type just needs to include the iFrame URL.


Once the configuration of the stats tabs is complete, the user can create a custom dashboard to easily view various queue statistics


Call Queue Wait Timer and Show Callers Detail.

Call Center Phone Services


The Call Center Wait Timer is located on the Call Center tab. In Vulcan Telecom's call center system, the wait timer displays the total wait time for a specific call queue.

The time the caller waits on the line is the waiting time and is displayed on the "Call Center" tab. This includes the time before the call is connected to an agent. During this time, the caller goes through several states. From "queued" to "ringing".

If the agents on the lines are not busy. the queuing state can occur in less than a second and then the caller is immediately transferred to an available agent. However, if all agents in the queue are busy when the connection is just attempted, the call will remain in the queued state longer. This time depends on both the order in which the call was queued and the availability of the agents logged into the queue.

Call Center Phone Services


Once selected, you will see the number (Caller ID), name, and queue status for each current caller in the queue, including the total amount of time the caller has been in the currently displayed status.

On the Call Center Queues page, in the "Waiting" column, you can view the total waiting time for the call queue.

In a call center using a PBX (Private Branch Exchange) system, a "call queue" is a system that holds incoming calls in a queue until they can be answered by an available agent. The "wait timer" refers to the amount of time that a call remains in the queue before it is either answered or redirected to another destination, such as a voicemail system.

"Show callers detail" is a feature that allows call center agents to view information about the caller while they are waiting on hold in the call queue. This information may include the caller's phone number, name (if available), and the reason for the call. This can help the agent to prepare for the call and provide more personalized service to the caller.

Call Center Phone Services

The next state is ringing. This state appears when a caller attempts to connect to an agent. This state also occurs when there is an attempt to ring multiple agents. Even from the Ringing state, the call state can change back to the Queued state. This occurs if the call cannot be connected because no agents are available. The call will remain in this state again until one of the agents becomes available and a connection is attempted again in the Ringing state with the currently available agent.

The number in the "Callers Waiting" column allows you to view the current call status and the total duration of the status for all current callers in the queue.

Call Center Phone Services
For any inquiries call now

(205) 699-8090

Contact Us


9729 Parkway E Suite 117
Birmingham, AL 35215

Contact Form

Request A Quote

Need help right away?

Need help right away?