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Introduction to Call Queue Summary

The Call Queue Summary module in Cloverhound Cloud provides a centralized view of call queue performance. It helps organizations track call trends, identify peak hours, and optimize how queues handle incoming calls.

Key Features:​

  • Track Call Activity: View total calls, answered calls, abandoned calls, and transferred calls.
  • Monitor Wait & Response Times: Analyze average wait time, average answer time, and call duration.
  • Identify Peak Hours: Discover the busiest times for each call queue.
  • Apply Filters: Use date range and call queue filters to customize reports.

Why Use Call Queue Summaries?​

  1. Performance Analysis

    • Measure how efficiently call queues process incoming calls.
    • Detect patterns of call abandonment and transfers.

  2. Operational Insights

    • Compare queue performance over different time periods.
    • Optimize staffing and routing based on peak call volumes.

  3. Data Exporting

    • Download reports for deeper analysis or executive sharing.

The Call Queue Summary module enables organizations to manage call queues effectively, reduce wait times, and improve customer satisfaction.