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Queues

The Queues page provides analytics for all ACD (Automatic Call Distribution) queues across your connected PBX systems.

Vodia Queue Dashboard

Queue KPIs​

Top-level metrics scoped to queue calls only:

  • Total Queue Calls — all calls that entered a queue
  • Answered — calls answered by an agent
  • Abandoned — calls that left the queue before being answered
  • Avg Speed of Answer — average time from queue entry to agent answer

Additional cards show the busiest/quietest hours and top-performing agents — all scoped to queue activity only.

Queue Cards​

Each queue gets its own card showing:

  • Queue name and number
  • Total calls, answered, abandoned
  • Answer rate percentage
  • Average speed of answer
  • Average talk time

Queue Filter​

A dropdown at the top lets you filter the entire page to a specific queue. All KPIs, charts, and tables update to reflect only that queue's data.

Agent Performance (Queue-Scoped)​

A table showing agent performance within queues:

  • Agent name and extension
  • Queue assignment
  • Total calls handled, answered calls
  • Average talk time, average hold time, average ring time
  • Average handle time (talk + hold per answered call)
  • MOS score

This table respects the queue filter — select a specific queue to see only agents working that queue.