Queue reports guide

Every call that enters a queue is counted once. Answered: connected to an agent. Lost: the caller hung up while waiting or the queue timed out. Short abandon: hung up within 5 seconds; left out of the service level. Service level: calls answered within the target, over all calls except short abandons. ASA: average wait of answered calls. AHT: average talk time. Pickup rate (agent): how often the agent answered when the queue rang them. Call-back: a lost call counts as resolved when its number was later called from an extension, or called again and was answered. Data comes from Asterisk's queue log; the report can be downloaded as PDF or Excel.