How to use the Inbound Queue Time report
Use the Inbound Queue Time report to review inbound answer performance, queue wait times, and drop-offs — then coach staffing, answer speed, and hold-option follow-through.
Before you start
Before you use the Inbound Queue Time report:
Confirm you can open Inbound Queue Time Report from Reports (see How to access the Inbound Queue Time report)
Know the date range, store, or team you want to review
Have a Manager or Admin role (or another role with Reports access)
Steps
Follow these steps to use the Inbound Queue Time report:
Go to Reports and open Inbound Queue Time Report.
Set Date Range to the period you are reviewing (for example last week or month-to-date).
Optionally filter by Organization / Store or Team so tiles, charts, and the table match the scope you care about.
Review summary tiles at the top — start with IB Calls, IB Presented Calls, IB Handled, IB Handled %, IB Menu Drops, IB Queue Drops, IB Voicemails, and Avg Queue Wait Duration.
Use queue wait duration (QWD) range charts or breakdowns to see how long callers wait before an agent accepts.
Review answer-speed or talk-duration visuals when they are present on your live dashboard.
If a group-by control is available, switch the view by organization, team, or another dimension to compare locations.
Scroll to the detailed performance table for organization- or campaign-level handled rates, missed-call types, hold options, wait averages, and appointment-related columns.
Download the table to CSV when the download control is available for one-on-ones or leadership packets.
Tips
For a weekly inbound queue coaching huddle, filter last week and focus on IB Handled %, IB Queue Drops, and Avg Queue Wait Duration.
To compare stores, run the same Date Range with one Organization / Store filter, then switch stores and compare wait times and drop-offs.
To separate IVR hang-ups from staffing waits, compare IB Menu Drops (caller hung up before the hold queue) with IB Queue Drops (caller hung up while hearing hold music).
To check Save Place in Line follow-through, review IB SPL and related return-call activity alongside live inbound handling metrics.
What success looks like
When you use the Inbound Queue Time report successfully, changing a filter updates summary tiles, charts, and the performance table together. If numbers do not change when you adjust filters, refresh the dashboard or confirm you selected a valid date range and scope. If a column you expect is missing, check the live dashboard layout — some tiles, charts, or export controls may differ by account.
Common questions
Can I filter the Inbound Queue Time report by date, store, and team?
Yes — the Inbound Queue Time report supports Date Range, Organization / Store, and Team filters, and visible metrics should update when those filters change.
Can I export the performance table from the Inbound Queue Time report?
The report is designed to include CSV download on the detailed performance table. Confirm the download control is present on your live dashboard before relying on export for a meeting.
What is the difference between a menu drop and a queue drop?
A menu drop on the Inbound Queue Time report is when the caller hung up before reaching the hold queue — the call was never waiting for an agent. A queue drop is when the caller hung up while hearing hold music waiting for an agent.
Related articles
Getting started with the Inbound Queue Time report
How to access the Inbound Queue Time report
How to read the Inbound Queue Time report
Troubleshooting the Inbound Queue Time report