Every call queue keeps a record of what happened — who waited, who got through, and who hung up. dialnote turns that into a per-queue analytics dashboard so you can spot bottlenecks, balance workloads, and keep wait times down. You'll get summary cards and an hourly volume chart for any date range.
Opening the dashboard#
Queue analytics is a per-queue view. Each dashboard covers one queue and shows a back arrow to return to your Call Queues page.
Reaching the dashboard
The analytics dashboard is a dedicated page for a single queue (its address ends in /analytics). A direct link from the main Call Queues page is still rolling out, so if you don't see an analytics button yet, that's expected. Until it lands, type the address yourself: /call-queues/<queue id>/analytics, where <queue id> is the queue's internal ID (not its name and not its Twilio SID). The dashboard itself works and shows live data.
At the top of the page is a From / To date range picker. It defaults to the last 7 days, but you can set any custom range. Changing either date reloads the sections below.
Summary metrics#
Five cards across the top give you a quick snapshot for the selected range:
- Total Calls — Callers who entered the queue during the period.
- Answered — Callers who left the queue to be handled. This counts callers an agent picked up, plus callers whose wait ran past the queue's timeout and were sent on to voicemail, a forward, a callback, or an AI agent.
- Abandoned — Callers who hung up before reaching anyone. A climbing number here usually means waits are too long.
- Avg Wait — Average time (in seconds) callers spent in the queue before they were connected or timed out.
- Service Level — The share of those queue exits (answered and timed-out callers alike) that took 60 seconds or less. It's a standard contact-center metric, and most teams aim for 80% or higher.
Watch your abandon rate
If abandoned calls are climbing, add more agents to the queue or switch to a "Ring All" strategy so callers reach someone faster.
A couple of details worth knowing: Service Level reads 100% when no calls were answered in the range (there's nothing to fall short of yet), and Avg Wait leaves out callers who hung up, so a long wait that ended in an abandon never shows up there.
Hourly volume chart#
Below the cards, a stacked bar chart breaks calls down by hour. Each hour gets one bar with three layers:
- Blue — Calls that entered the queue (Enqueued)
- Green — Calls answered (Answered)
- Red — Calls abandoned by the caller
Read each layer on its own, not the bar's total height: the three layers are stacked, so a call that was answered shows up twice in the same bar, once in blue and again in green. Hover any bar to see the exact count for that layer. Hour labels appear every three hours along the bottom.
Hours are in UTC
The hourly chart buckets calls by UTC hour, not your local time zone. If your team works in a different zone, shift the labels in your head when you read peak hours.
This view is built for spotting your busy windows so you can schedule staff to match. A run of tall red layers during certain hours is a clear sign you need more coverage then.
Agent performance#
A per-agent breakdown sits at the bottom of the page. dialnote doesn't record which agent answered each queue call yet, so the section stays hidden for now. When it does appear, it will list every agent who handled calls from this queue during the range:
| Column | What it shows |
|---|---|
| Agent | The team member's display name |
| Calls Handled | Number of queue calls they answered |
| Avg Wait (s) | Average time callers waited before this agent picked up |
Use it to spot uneven workloads. If one agent is carrying far more calls than the rest, switching from Round Robin to Longest Idle spreads the load toward whoever's been free the longest. See Queue Setup for how to change a queue's ring strategy.
Callback tracking
Callbacks are logged as their own event, separate from abandoned calls, so they never inflate your abandon rate. Callers can ask for a callback themselves on any queue with callbacks turned on. The dashboard doesn't show a callback count today, so you won't find these on this page.
Tips for improving queue performance#
- High abandon rate? Add agents, switch to a "Ring All" strategy, or set position and wait-time announcements so callers know where they stand.
- Long average wait? Add more agents or route overflow to a second queue during peak hours.
- Low service level? Push your 60-second answer rate up by adjusting staffing during your busiest hours — check the hourly chart to find them.
- Uneven agent workload? Switch to the Longest Idle ring strategy so calls go to whoever's been free longest.
What's next#
- Call Queues overview — how queues work and the Monitor and Manage tabs
- Queue Setup — create queues, set ring strategy, and configure timeouts
- Analytics — call reports and team performance across your whole account
- Disposition Codes — how call outcomes are categorized