Call Routing Insights
Call Routing Insights shows where your callers went through your menus, ring groups and queues and what happened at each: who answered, how long callers waited and why calls were missed.
Open Call Routing Insights
Navigate: Reporting > Call Routing Insights
Step 1: Sign in to the Hosted PBX portal.
Step 2: Select Reporting then Call Routing Insights.
Step 3: Select 7 days or 30 days. For custom dates or a different answer target, select Filters, choose the From and To dates or change Answer target where available then select Apply filters.
Answer target offers Within 20 seconds, Within 30 seconds, Within 60 seconds or Within 120 seconds.
To see one queue, select Filters, choose it under Queue, then select Apply filters. Every figure on the page then covers only calls that reached that queue, and a note at the top names the queue.
The report shows figures for your selected dates and answer target. See Report filters for help choosing dates and using the filter controls.
Headline figures
4 of 4 rows
| Calls into queues | How many calls waited in any queue. |
| Answered | The share of those queue calls an agent answered. |
| Average wait | How long answered callers waited, from entering the queue until an agent picked up. |
| Hung up waiting | The share of queue calls where the caller hung up before anyone answered. |
Menus
For each menu, the report shows how many callers reached it and where they went next:
5 of 5 rows
| To a ring group / To a queue | Where the menu sent callers. |
| To an extension | An extension started ringing after the menu, for example because the caller dialled it, whether it was answered or not. |
| Elsewhere | Another menu or anywhere else the menu sent the call. |
| Ended in the menu | The caller hung up or the menu itself ended the call, for example a closed message. |
| Avg time in menu | How long callers spent in the menu. |
To see which keys callers pressed, see the IVR Funnel article.
Ring groups and queues
Ring groups
Each row shows a ring group:
7 of 7 rows
| Callers | How many callers reached the ring group. |
| Answered | How many calls were answered. |
| Answer rate | The share of calls that were answered. |
| Answered by | Who answered the calls. |
| Then to a queue | How many calls then went on to a queue. |
| Avg ring | Average ring time. |
| Avg talk | Average talk time. |
Queue performance
Each row shows a queue:
5 of 5 rows
| Calls / Answered / Answer rate | How many calls waited in the queue and how many an agent answered. |
| Within (answer target) | The share of queue calls answered within your selected Answer target. |
| Hung up | The share of calls where the caller hung up waiting. |
| Avg wait / Longest wait / Avg talk | Waiting and talk times. |
| Calls | Opens Call Details filtered to that queue. |
Why calls were missed
For queue calls that no agent answered:
4 of 4 rows
| Hung up while waiting | The caller hung up. |
| Wait limit ran out | The queue's wait or ring limit ran out and the call moved on. |
| Sent elsewhere | The call was sent to voicemail, another number or a transfer before an agent answered. |
| Average wait before hanging up | How long those callers waited. |
Good to know
- One call can be counted in more than one place, for example when it heard a menu then waited in a queue.
- Menus, ring groups, wait times, hang-ups and the answer target cover calls since your phone system was upgraded. Earlier calls count towards queue calls and answered only.