Every call queue generates performance data you can use to spot bottlenecks, balance workloads, and keep wait times low. dialnote's queue analytics dashboard gives you a real-time view of how your queues are performing — from high-level summary cards to hourly volume charts and per-agent breakdowns.
Accessing Queue Analytics#
Open Settings → Call Queues, then click the analytics icon next to any queue. You'll land on a dedicated dashboard with a date range picker at the top. By default, it shows the last 7 days, but you can set any custom range.
The dashboard has three main sections: summary cards, an hourly volume chart, and an agent performance table.
Summary Metrics#
Five cards at the top of the page give you a quick snapshot:
- Total Calls — The number of callers who entered the queue during your selected period.
- Answered — How many of those callers were connected to an agent.
- Abandoned — Callers who hung up before reaching anyone. A high number here usually means wait times are too long.
- Avg Wait — The average time (in seconds) callers spent waiting before being connected or abandoning.
- Service Level — The percentage of answered calls that were picked up within 60 seconds. This is a standard contact center metric — most teams aim for 80% or higher.
Watch your abandon rate
If abandoned calls are climbing, try adding more agents to the queue, switching to a simultaneous ring strategy, or enabling the callback option so callers don't have to stay on hold.
Hourly Volume Chart#
Below the summary cards, a stacked bar chart shows call volume broken down by hour (in UTC). Each bar has three layers:
- Green — Calls answered (dequeued to an agent)
- Red — Calls abandoned by the caller
- Blue — Total calls that entered the queue
Hover over any bar to see exact counts. This chart is great for identifying your busiest hours so you can schedule staff accordingly. If you notice a spike in red during certain hours, that's a clear sign you need more coverage during those windows.
Agent Performance#
The bottom section lists every agent who handled calls from this queue during the selected period. For each agent, you'll see:
| Column | What it shows |
|---|---|
| Agent Name | 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 |
This table helps you spot uneven workloads. If one agent is handling significantly more calls than others, consider switching from a round-robin strategy to longest-idle so the distribution is more balanced.
Callback requests
When callers press 1 to request a callback instead of waiting, that's tracked separately as a callback event. These aren't counted as abandoned calls — they show up in the Total Calls count but won't inflate your abandon rate.
Tips for Improving Queue Performance#
- High abandon rate? Shorten your hold music loop, add position announcements so callers know where they stand, or turn on the callback option.
- Long average wait? Add more agents, use a simultaneous ring strategy, or set up an overflow queue for peak hours.
- Low service level? Focus on getting your 60-second answer rate up by adjusting staffing during your busiest hours (check the hourly chart).
- Uneven agent workload? Switch to the longest-idle ring strategy so calls go to the agent who's been free the longest.