> This page is for Cloud Call Center. > For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.hams.ai/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.hams.ai/_mcp/server. # Reports > Read queue reports and agent reports for a period, and open the calls behind each figure. The **Reports** group in the Cloud Call Center sidebar has the pages **Queues** and **Agents**. **Queues** opens at `/app/accounts/{account_id}/call-center/reports/queue`. **Agents** opens at `/app/accounts/{account_id}/call-center/reports/agents`. Only administrators can open these pages. The reports show the calls of the whole account. The group also has the page **Post-call analysis**. It shows only when Hams support turns on **Post-call Analysis** for your account. See [Post-call analysis](/cloud-call-center/post-call-analysis#the-report). ## Filters A filter bar at the top of each page sets the data for every report on the page. * Click the date range button to set the period. Choose **Today**, **Last 7 days**, or **Last 30 days**, or pick a custom range in the calendar. The default is **Last 7 days**, which includes today. * Click **Queues** to choose one or more queues. * Click **Agents** to choose one or more agents. A report can cover up to 92 days. If you choose a longer range, the page shows an error. The period stays the same when you move between the **Queues** page and the **Agents** page. The **Agents** filter shows on the **Agents** page and on the **Distribution** tab of the **Queues** page. On the **Distribution** tab, the filter changes only **Agent performance**. The queue figures stay for the whole queue, because the system cannot attribute an unanswered call to an agent. ![The filter bar of the queue reports with the queue filter and the date range, above the overview of the queues.](/_fern-img/6bdc7432bbece79c2aae9d9777ee44fbf7bf8c1493d7c2270c8fe7329bc85759.webp) ## How the reports count The queue reports count queue legs. A queue leg is one visit of a call to one queue. A call that visits 2 queues gives 2 legs. * **Received** is the number of queue legs. * **Answered** is the number of legs that an agent answered. It includes the legs that the agent then transferred. * **SLA %** is the share of legs that an agent answered within the target wait time. The target is the SLA time of the queue. If the queue has none, the target is the SLA time of the account. * A short abandon is a call that the caller abandoned a few seconds after the call joined the queue. The default limit is 5 seconds. The system does not count short abandons in **SLA %**. ## Queue reports The **Queues** page has 5 tabs. | Tab | What it shows | | ----------------- | ----------------------------------------------------------------------- | | **Overview** | 4 totals and a chart for the queues, with a table of the queue figures. | | **Distribution** | How the calls spread across time, queues, and agents. | | **Service level** | How many calls the agents answered within the target time. | | **Unanswered** | Why the calls did not reach an agent. | | **Call length** | How long the answered calls lasted. | ### Overview The **Overview** tab shows the totals **Received**, **Answered**, **Abandoned**, and **SLA %**. The chart **Call outcomes by queue** shows the handled, abandoned, and other unanswered legs of each queue. The table **Queue performance** has one row for each queue: | Column | What it shows | | ---------------------- | ------------------------------------------------------------------------ | | **Queue** | The name of the queue. | | **Received** | The number of legs. | | **Answered** | The number of legs that an agent answered. | | **Answer rate** | **Answered** divided by **Received**. | | **SLA %** | The share of legs that an agent answered within the target. | | **Overflow/timeout** | The number of legs that left the queue by overflow or by timeout. | | **Transferred** | The number of answered legs that the agent transferred. | | **Abandoned** | The number of legs that the caller abandoned. | | **Abandon rate** | **Abandoned** divided by **Received**. | | **No agents** | The number of legs that found no available agent. | | **ASA** | The average wait of the legs that an agent answered. | | **Longest wait** | The longest wait of any leg. | | **Max entry position** | The highest place that a caller had in the queue when the caller joined. | | **Talk total** | The sum of the talk time of the answered legs. | ### Distribution The **Distribution** tab has these sections: **Summary**, **Queue performance**, **Time trend**, **Hour of day**, **Day of week**, and **Agent performance**. * **Summary** shows **Received**, **Answered**, **Unanswered**, **Abandoned**, **Transferred**, and **Answer rate**. * **Time trend** groups the figures by **Day**, **Week**, or **Month**. Click one of the 3 buttons to change the group. * **Hour of day** and **Day of week** show when the calls arrive. * **Agent performance** shows the figures of each agent. Each section has a chart and a table. Click a row in a table to open the calls behind it. The list of calls has the columns **Time**, **Queue**, **Caller**, **Agent**, **Outcome**, **Wait**, **Talk**, and **Recording**. Click a call to open its details. ### Service level The **Service level** tab shows the chart **SLA achievement** with the parts **Within SLA** and **Over SLA**. The chart **Answered wait time** groups the answered legs by wait time: 0-10s, 10-20s, 20-30s, 30-60s, 60-120s, and 120s+. ![The service level tab with the chart of the SLA achievement, the chart of the answered wait time, and the table of the queues.](/_fern-img/b8470db2b53f83ea7657269a83011f11a1f644736cb39d4da78b9db378d967fa.webp) The table **Service level by queue** has these columns: | Column | What it shows | | ------------------ | ------------------------------------------------------------ | | **Queue** | The name of the queue. | | **Received** | The number of legs. | | **SLA eligible** | The number of legs without the short abandons. | | **Answered** | The number of legs that an agent answered. | | **Within target** | The number of legs that an agent answered within the target. | | **Target** | The target wait time in seconds. | | **Short abandons** | The number of short abandons. | | **SLA %** | **Within target** divided by **SLA eligible**. | | 0-10s to 120s+ | The number of answered legs in each wait time group. | ### Unanswered The **Unanswered** tab shows why legs did not reach an agent. The chart and the table **Unanswered reasons** list each **Reason** with its **Count** and its **Share**. Examples of a reason are **Caller hung up while waiting**, **No agents available**, **Wait timeout**, and **Caller pressed a key to exit**. ### Call length The **Call length** tab groups the answered legs by talk time: 0-30s, 30-60s, 60-120s, 120-300s, 300-600s, and 600s+. The table **Call length details** shows **Handled calls**, **Transferred**, **Talk total**, and **Avg talk** for each group. ## Agent reports The **Agents** page has 2 tabs: **Summary** and **Transfers**. The **Summary** tab shows the totals **Received**, **Answered**, **AHT**, and **Avg wait**. **Received** is the number of legs of the agents. A leg can be a queue leg, a dial leg, a ring group leg, or an outbound leg. The chart **Agent workload** compares the agents. The table **Agent performance** has one row for each agent. ![The agent summary with the workload chart and the table of the figures of each agent.](/_fern-img/d5f6cd97270006d14915cb23183f9d15b263f7d96cb915ad70076f4549e0f217.webp) | Column | What it shows | | --------------------------------------------------------------------- | ----------------------------------------------------------------------------------- | | **Agent** | The name or the extension of the agent. | | **Legs** | The number of legs of the agent. | | **Handled calls** | The number of legs that connected. It includes the legs that the agent transferred. | | **Transferred** | The number of legs that the agent transferred. | | **Avg talk** | The average talk time of the handled legs. | | **Talk total** | The sum of the talk time of the handled legs. | | **Avg wait** | The average wait of the callers of the handled legs. | | **Max wait** | The longest wait of any leg of the agent. | | **Ring total** | The sum of the time that the phone of the agent rang. | | **AHT** | The average handle time. It equals **Avg talk**. | | **Queue legs**, **Dial legs**, **Ring group legs**, **Outbound legs** | The number of legs of each type. | The **Transfers** tab shows the table **Transfer details**. Each row has the **Agent**, the target in **To**, and the **Count** of transfers. A chart shows the same figures. ## Call details Every tab has a **Call details** table below the figures. It lists the legs behind the figures, 25 rows for each page. The columns are **Time**, **Queue**, **Agent**, **Outcome**, **Wait**, **Talk**, **Position**, and **Recording**. **Position** is the place of the caller in the queue when the caller joined. The **Outcome** column shows the outcome of the leg. The values are **Answered**, **Transferred**, **Abandoned**, **No agents available**, **Overflowed**, **Timed out**, **Exited by keypress**, **Failed**, **Blocked**, **Canceled**, **No answer**, and **Busy**. Click a row to open the call in the details drawer. See [Call history and recordings](/cloud-call-center/call-history). ## Related * [Call history and recordings](/cloud-call-center/call-history) * [Dashboard and live data](/cloud-call-center/live-data) * [Queues](/cloud-call-center/settings/queues)