Generate Call Queue reports to review agent activity and queue performance for available Call Queues. Use these reports to compare call handling, review agent-level activity, and identify patterns in call volume or wait time over a selected time period. 

Access Call Queue reports

Call Queue reports are accessed from the Sync Settings portal. Report access depends on your role, permissions, licenses, and Call Queue assignments.

1. Click your profile icon in the top-right corner of the Sync app.
2. Select Call Queues from the left navigation menu.
   You will be redirected to the Settings portal in a new browser tab. 

The Call Queues section includes two built-in report types:

• Agent Activity Report — Generates agent-level activity data for a selected Call Queue.
• Queue Activity Report — Generates queue-level activity data for a selected Call Queue.

Generate an Agent Activity Report

Administrators can generate an Agent Activity Report to review activity for agents who receive calls from a selected Call Queue.

Select Agent Activity Report filters

Use the report filters to select the Call Queue, agent, and reporting interval.

• Call Queue — Select the queue you want to report on.
• Agent — Select a specific agent or select All Agents.
• Interval — Choose how the report results are grouped, such as hourly or daily.

Choose a time period

Select a preset date range or use a custom date range to generate the report for a specific period.

• Today
• Yesterday
• Last 7 days
• Week to date
• Last week
• Month to date
• Last month
• Custom Date Range

Generate the report

After all required filters are selected, the Generate Report button becomes active. Click Generate Report to load the report results. You can choose to include empty time slots when the selected queue experienced no activity during the selected time period. 

Generate a Queue Activity Report

Generate a Queue Activity Report to review queue-level activity for a selected Call Queue. Use this report to analyze call counts, wait times, and queue traffic patterns.

Select Queue Activity Report filters

Use the report filters to select the Call Queue and reporting interval.

• Call Queue — Select the queue you want to report on.
• Interval — Choose how the report results are grouped, such as hourly or daily.

Choose a time period

Select a preset date range or use a custom date range to generate the report for a specific period.

• Today
• Yesterday
• Last 7 days
• Week to date
• Last week
• Month to date
• Last month
• Custom Date Range

Generate the report

After selecting a queue, interval, and time period, click Generate Report to load the report results.

Understand report results

Report results vary depending on your access level, selected filters, and your organization's Call Queue setup.

Depending on the report, available metrics may include:

• Total Calls — The total number of calls received by the selected queue.
• Answered Calls — Calls answered by assigned agents.
• Missed Calls — Calls that were not answered by an agent.
• Average Wait Time — The average amount of time callers waited before being answered.
• Agent Call Counts — Agent-level call totals shown in the Agent Activity Report.
• Call Distribution — Call activity grouped by the selected interval.

Call Queue reporting is continuing to evolve. Available fields and metrics may change as reporting features are updated.

Download report CSV files

After generating a Call Queue report, you can download the report results as a CSV file. CSV files are useful when administrators need to review Call Queue data outside the Sync Settings portal, share reporting data with another internal team, or upload the results into spreadsheet tools such as Microsoft Excel or Google Sheets.

Downloaded CSV files can help administrators:

• Sort, filter, and compare Call Queue data over time.
• Create charts or pivot tables for internal reporting.
• Save historical snapshots of queue and agent activity.
• Share queue performance data with managers, supervisors, or department leads.
• Combine Call Queue report data with other internal reporting sources.

Queue Activity CSV file

Queue Activity CSV files summarize queue-level activity for the selected Call Queue, reporting period, and interval. Each row represents a reporting date or interval and includes call totals, wait time metrics, and average handle time.

Agent Activity CSV file

Agent Activity CSV files summarize agent-level activity for the selected Call Queue, reporting period, and interval. Each row represents an agent’s activity for a reporting date or interval and includes answered call totals and handle time metrics.

Tips and troubleshooting