How to read the Inbound Queue Time report
The Inbound Queue Time report helps you decide whether inbound calls are being answered quickly enough, where callers drop off, and whether hold options and return activity recover missed opportunities.
Before you start
Before you read the Inbound Queue Time report:
Open Reports → Inbound Queue Time Report
Set Date Range and any scope filters first so every metric reflects the same period and organizations
Keep Reports → Glossary / Formulas open when a short label needs a plain-language definition
What this report shows
The Inbound Queue Time report shows inbound call volume, how calls are presented and handled, how long callers wait in queue, where callers drop or use hold options, answer speed, and related appointment outcomes on inbound campaigns.
Inbound on this report means activity tied to campaigns with inbound campaign type, not every phone call that happens to ring in.
Definitions
The table below explains the main metrics and columns on the Inbound Queue Time report:
Column / metric | Meaning | How to use it |
IB Calls | Total inbound calls on an inbound campaign | Volume baseline for inbound campaign activity |
IB Presented Calls | Inbound calls offered to an agent (excludes instant drops and Save Place in Line) | How many calls reached an agent offer |
IB Handled | Inbound calls the agent accepted | Core handled volume for inbound campaign calls |
IB Handled % | Handled calls divided by presented calls | Service-level style rate for inbound acceptance |
IB Menu Drops | Caller hung up before reaching the hold queue | IVR or pre-queue hang-ups — not a queue staffing wait |
IB Queue Drops | Caller hung up while waiting in the queue (hold music) | Calls that waited for an agent but ended before connect |
IB Voicemails | Inbound calls where the caller leaves a voicemail | Missed-call volume that went to voicemail |
Avg Queue Wait Duration | Average time callers waited in queue before an agent accepted | Primary wait-time health indicator |
QWD ranges (for example QWD < 20 sec %) | Share of calls whose queue wait fell into time buckets | See whether most callers wait under your target threshold |
ASOA | Average speed of answer — how quickly an agent responds when a call rings on their screen | Agent responsiveness after the call is offered |
IB SPL | Caller left the queue to receive a callback when an agent is free (Save Place in Line) | Hold-option volume — not counted like a standard presented call |
OB Return Calls / OB Return Call Contacts | Outbound dials and contacts made on an inbound campaign to return missed or callback opportunities | Whether queue or missed-call follow-up is reaching customers |
Organization / Store | The dealership location associated with the activity | Compare wait times and drop-offs by location |
How to read it
Use these steps to read the Inbound Queue Time report:
Set filters so every tile and table row reflects the same date range and scope.
Start with summary tiles — IB Handled % shows whether offered calls are being accepted, and Avg Queue Wait Duration shows how long callers wait.
Compare IB Menu Drops and IB Queue Drops to separate pre-queue hang-ups from waits that ended before an agent connected.
Review QWD range breakdowns to see whether most callers wait under your target (for example under 20 seconds) or cluster in longer buckets.
Check ASOA when handled rate looks good but callers still report slow service — agents may be slow to accept ringing calls.
Review IB SPL and return-call columns when queue drops are high — callers may be opting for callbacks instead of waiting.
Use the detailed performance table to compare organizations or campaigns side by side when group-by or scope filters are available.
Limitations
The Inbound Queue Time report has these verified limits:
Metrics are tied to inbound campaigns, not every inbound phone call in the account — use other reports when you need all inbound call volume or agent-level conversion detail.
Instant drops and Save Place in Line are treated differently from standard presented inbound calls in the reporting definitions.
The report focuses on inbound queue and answer performance — it is not a full replacement for every legacy summary or conversion-only report.
Some presentation details (summary tiles, charts, transfer columns, filter labels, or download controls) may vary on the live dashboard — treat the live report as the source of truth.
Common questions
How is inbound determined on the Inbound Queue Time report?
Inbound on the Inbound Queue Time report is determined by campaign type — metrics include activity tied to inbound campaigns, not every phone call that rings into your dealership.
What is Save Place in Line (SPL)?
Save Place in Line is when a caller leaves the queue to receive a callback when an agent is free. SPL is part of inbound activity on inbound campaigns; it is not counted the same way as a standard presented inbound call.
Where can I look up a metric label I do not recognize?
Open Reports → Glossary / Formulas and search for the metric name (for example IB Queue Drops or Avg Queue Wait Duration). Use this article’s definitions table for report-specific labels.
Why doesn't a total match another report I use?
The Inbound Queue Time report scopes metrics to inbound campaign activity and specific queue and presentation rules. Another report may include different campaign types, agent-level detail, or different date logic — compare filter scope and definitions before expecting numbers to match.
What to do next
After you read the Inbound Queue Time report, use How to use the Inbound Queue Time report for coaching workflows, export the performance table for one-on-ones when download is available, or open Glossary / Formulas before a team meeting to align on definitions.
Related articles
Getting started with the Inbound Queue Time report
How to access the Inbound Queue Time report
How to use the Inbound Queue Time report
Troubleshooting the Inbound Queue Time report