Use this guide when the Inbound Queue Time report is missing, empty, or does not match what you expect after changing filters.

Before you troubleshoot the Inbound Queue Time report:

Symptom: Inbound Queue Time Report does not appear on the Reports home.

Likely cause: Your user role does not include Reports, or the report is not enabled or assigned to your account.

Fix: Confirm your role with your administrator. If your role is correct, contact your Volie account team to confirm the report is active for your account and appears under Account Specific Reports or General Reports.

Symptom: Summary tiles and the performance table show zeros or stay empty after you set filters.

Likely cause: No inbound campaign activity matches your date range and filter scope, or your user cannot access the organizations or campaigns with activity.

Fix: Widen Date Range, clear Organization / Store or Team filters one at a time, and confirm inbound campaigns were running in that period. If activity should exist, verify your user has access to those organizations and campaigns.

Symptom: You adjust Date Range or scope filters but tiles and the table look unchanged.

Likely cause: The filter selection did not apply, the date range has no differing activity, or the browser view needs a refresh.

Fix: Re-select filters and wait for the dashboard to refresh. Try a clearly different Date Range. Refresh the page and reopen Inbound Queue Time Report from Reports.

Symptom: IB Handled %, Avg Queue Wait Duration, or drop counts do not match another Volie report or call log.

Likely cause: The Inbound Queue Time report only includes inbound campaign activity and uses specific rules for presented calls, menu drops, queue drops, and Save Place in Line. Other reports may include all inbound phone volume, agent-level detail, or different disposition logic.

Fix: Compare the same date range and organizations on both reports. Read How to read the Inbound Queue Time report for metric definitions, and use Reports → Glossary / Formulas for underlying formulas. Treat instant drops and Save Place in Line separately when interpreting presented call counts.

Symptom: No CSV or download control appears on the detailed performance table.

Likely cause: Download may not be enabled on your live dashboard version, or the table has not finished loading.

Fix: Refresh the report and scroll to the full performance table. If download is still unavailable, capture what you need from the on-screen table or contact your Volie account team to confirm whether export is enabled for your account.

Queue wait numbers on the Inbound Queue Time report reflect time callers spent in the hold queue before an agent accepted. Long waits often correlate with high IB Queue Drops, low staffing during peak hours, or slow ASOA when agents delay accepting offered calls.

The Inbound Queue Time report counts inbound campaign activity with specific rules for presented calls, menu drops, queue drops, and Save Place in Line. A call log or summary report may include every inbound phone call or use different date and campaign scope.

If you still cannot access or read the Inbound Queue Time report, contact Volie Support with: