Omnia Admin Reports: Queue Summary | Scribe

    Omnia Admin Reports: Queue Summary

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      **Access to this Report:** - Access to this report is based on your user role. You may not be able to access and view a specific report and all of its features if your role does not permit it.

      Accessing Queue Summary

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      **Navigate to the Reports Section**: - Go to the [**Admin Portal**](https://app.voxo.co/dashboard) and sign in. - Click the **Reports** tab to expand it. - Select **Queues,** then **Queue Summary**.
      **Navigate to the Reports Section**: - Go to the [**Admin Portal**](https://app.voxo.co/dashboard) and sign in. - Click the **Reports** tab to expand it. - Select **Queues,** then **Queue Summary**.

      Viewing Queue Summary Records

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      **Understanding the Records Table:** - The records table provides detailed information about the queue performance metrics. The columns include: - **Name:** The name of the queue. - **Inbound Complete:** The number of completed inbound calls. - **Abandoned:** The number of abandoned calls. - **Refused:** The number of refused calls. - **Blind Transfers:** The number of blind transfers. - **Attended Transfers:** The number of attended transfers. - **Total Transfers:** The total number of transfers. - **Total Wait Time:** The total wait time for all calls. - **Average Wait Time Per Call:** The average wait time per call. - **Shortest Wait:** The shortest wait time. - **Longest Wait:** The longest wait time. - **Percent Answered Under 30 Seconds:** The percentage of calls answered within 30 seconds. - **Total Talk Time:** The total talk time for all calls. - **Average Talk Time Per Call:** The average talk time per call. - **Exits with Key Press:** The number of exits triggered by key press. - **Exits By Timeout:** The number of exits due to timeout. - **Total Inbound:** The total number of inbound calls. - **Unique Inbound:** The number of unique inbound calls. - **Answer Rate Minus Abandons:** The answer rate excluding abandoned calls. - **Average Abandon Time Per Call:** The average abandon time per call. - **Complete Callbacks:** The number of completed callbacks. - **Successful Callbacks:** The number of successful callbacks. - **Failed Callbacks:** The number of failed callbacks. - **Hold Time Under 0.5 Minutes:** The hold time under 0.5 minutes. - **Hold Time Over 0.5 Minutes:** The hold time over 0.5 minutes. - **Total Outbound:** The total number of outbound calls. - The initial results shown will be for today's date.
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      **Sorting Columns:** - All column headers can be sorted. Click on a column header to sort the records based on that column.
      **Sorting Columns:** - All column headers can be sorted. Click on a column header to sort the records based on that column.

      Filtering Queue Summary Records

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      **Using Quick Filters:** - You can quickly filter records by date using the buttons at the top of the page: - **Yesterday** - **Last 10 Days** - **Last 30 Days**
      **Using Quick Filters:** - You can quickly filter records by date using the buttons at the top of the page: - **Yesterday** - **Last 10 Days** - **Last 30 Days**
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      **Accessing Filter Settings:** - Click on the **Filter** button to open the filter settings.
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      **Selecting Date and Time Range:** - In the filter settings, you can select a specific date and time range: - Use the calendar to pick start and end dates. - Adjust the time settings as needed. - You can also choose from predefined date ranges such as: **Last week, Last month, Last 3 months, Last 6 months, Last year.**
      **Selecting Date and Time Range:** - In the filter settings, you can select a specific date and time range: - Use the calendar to pick start and end dates. - Adjust the time settings as needed. - You can also choose from predefined date ranges such as: **Last week, Last month, Last 3 months, Last 6 months, Last year.**
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      **Selecting Distribution**: - You can filter the records by distribution: **Hourly, Daily, Monthly, Agents, or None.**
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      **Filtering by Hold Time:** - Enter a specific hold time in minutes to filter the records.
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      **Filtering by Additional Criteria:** - You can further filter the records by additional criteria: - **Queues:** Select specific queues. - **Tag:** Enter a specific tag to filter by. - After setting your desired filters, click **Update** to apply them and update the records table.
      **Filtering by Additional Criteria:** - You can further filter the records by additional criteria: - **Queues:** Select specific queues. - **Tag:** Enter a specific tag to filter by. - After setting your desired filters, click **Update** to apply them and update the records table.
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      **Reset Filters**: - Click **Reset** to remove your filters and start over if needed.

      Exporting Records

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      **Export Records:** - To export the displayed records, click on the **Export** button located at the top right of the records table.
      **Export Records:** - To export the displayed records, click on the **Export** button located at the top right of the records table.

      Scheduling Queue Summary Reports

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      **Schedule a Report:** - Click the **Export** button. - Select **Schedule Report** from the dropdown.
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      **Configure Report Settings:** - Enter a name for the report. - Add recipient email addresses. Use commas to separate multiple emails. - Select the report frequency: Daily, Weekly, or Monthly. - Review the current filter settings. - Click **Schedule** to save the report schedule. - For more information, see the [**Scheduled Reports**](https://scribehow.com/shared/Omnia_Admin_Reports_Scheduled_Reports__W6AXJX2qQMK2RNHO1Mu0DA?referrer=documents) section.
      **Configure Report Settings:** - Enter a name for the report. - Add recipient email addresses. Use commas to separate multiple emails. - Select the report frequency: Daily, Weekly, or Monthly. - Review the current filter settings. - Click **Schedule** to save the report schedule. - For more information, see the [**Scheduled Reports**](https://scribehow.com/shared/Omnia_Admin_Reports_Scheduled_Reports__W6AXJX2qQMK2RNHO1Mu0DA?referrer=documents) section.
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      **Related Documents**: 1. [**Omnia Portal User Guide**](https://scribehow.com/page/Omnia_Portal_User_Guide__krO6wF6TQ86D0Kl4o1JLGg?referrer=documents)**:** Essential steps for navigating and using the Omnia User platform. 2. [**VOXO Mobile Application User Guide**](https://scribehow.com/page/VOXO_Mobile_Application_User_Guide__4pqc5ST2TY2R6f5pgzQvZw?referrer=documents): Key steps for navigating and using the VOXO Mobile app.