Get call queue metrics

Total

The total number of currently active calls across the in-scope queue(s), regardless of the call’s current stage  (like waiting, being handled, on hold, etc.).

Note:

This count includes calls that are still in progress and continues to reflect the call as active until the call is completed.

Waiting in Queue

The number of active calls currently in the WAITING status, such as callers who are in the queue and have not yet been connected to an agent.

Handling

The number of active calls currently in the Handling status. Handling represents the phase when a call is actively managed by a human agent, either while talking to the caller or when the call is on hold.

• Included: Calls in TALKING or ONHOLD status (non-voicemail)

• Excluded: Voicemail interactions  

Purpose: To measure the duration and volume of calls that involve real human engagement, not automated or voicemail activity.

Total Assigned

The total number of users assigned to the in-scope queue(s), including both primary assignments and secondary (overflow) assignments

Available

The number of users assigned to the queue(s), primary and overflow, who are logged in to the queue and whose Queue Status is Available, meaning they are ready to receive a new queue call.  

Users are not counted as Available if their Queue Status is Handling, Offering, Paused, Wrap-up, Busy elsewhere, DND,Logged out, Assigned or Unassigned.

Overflow Available  

The number of secondary (overflow) users assigned to the selected queue(s) who are logged in to the queue and whose Queue Status is Available (ready to receive new queue calls).

Secondary (overflow) users are configured in 8x8 Admin Console as secondary agents for a queue. Each overflow user is counted once, even if they are assigned as an overflow agent to multiple selected queues.  

• Excluded statuses: Handling, Offering, Paused, Wrap-up, Busy elsewhere, DND, Logged out, Assigned, and Unassigned.

Longest Wait Time

The longest time any call has spent waiting in the queue among the calls that are currently in the Waiting state in the selected queue(s). The value reflects the call with the highest waiting duration. Once a call leaves the Waiting state (answered, abandoned, or otherwise routed), it no longer contributes to this metric.

Average Wait Time

The average time calls have spent waiting in the queue across all calls that are currently in the Waiting state in the selected queue(s). This value updates continuously while calls remain in Waiting and stops contributing once a call is answered, abandoned, or otherwise leaves the Waiting state.

Longest Hold Time

The longest time any currently active call has been on hold in the selected queue(s). The value reflects the call with the highest On Hold duration.

Average Hold Time

The average time calls have spent on hold for those calls that are currently in the On Hold status in the selected queue(s).

Average Talk Time

The average time users have spent talking to callers for calls that are currently in the Talking status in the selected queue(s).

Longest Talk Time

The longest talk duration among calls that are currently in the Talking status in the selected queue(s). The value reflects the call with the highest Talking duration.  

Total Wait Time Total

The combined waiting time of all calls that are currently in the Waiting state in the selected queue(s). This value updates continuously while calls remain in Waiting and stops contributing once a call is answered, abandoned, or otherwise leaves the Waiting state.

Talk Time

The combined time agents have spent talking to callers across all calls that are currently in the Talking status in the selected queue(s).

Available users (Live)

The number of users assigned to the queue(s) (primary and overflow) who are logged in to the queue and whose Queue Status is Available (ready to receive new queue calls). This value updates in real time as agent status changes (like going into DND) and as live queue activity changes.

Ongoing Avg Handling Time (Live)

The real-time average handling duration for calls that are currently in progress in the selected queue(s).  

Handling time includes time spent Talking and On Hold (non-voicemail) and updates continuously while the calls are ongoing.

Ongoing Avg Talk Time (Live)

The real-time average talk duration across all calls that are currently in the Talking state in the selected queue(s).

This value updates continuously while calls are ongoing and includes only time connected to a live agent (no voicemail/automated time).

Ongoing Avg Waiting Time (Live)

The real-time average queue wait duration for calls that are currently being offered to agents in the selected queue(s).

This value updates continuously while those calls remain in the Waiting state.

Active Roster (Live)

The number of primary and secondary (overflow) users who are logged in to the queue and eligible to receive queue calls.  

Includes users whose Work presence is Available, Busy, Away, or Appear Offline (Invisible).

Active Overflow Roster (Live)

The number of secondary (overflow) users who are logged in to the queue and eligible to receive queue calls.  

Includes users whose Work presence is Available, Busy, Away, or Appear Offline (Invisible) .

Active Primary Roster (Live)

The number of primary users who are logged in to the queue and eligible to receive queue calls.

Includes users whose Work presence is Available, Busy, Away, or Appear Offline (Invisible) .

Logged-In Overflow Users (Live)

The number of secondary (overflow) users who are currently logged in to the queue, regardless of their current status or availability.

Logged-In Primary Users (Live)

The number of primary users who are currently logged in to the queue, regardless of their current status or availability.

Calls In Handling (Live)

The number of calls that are currently being handled by users in the selected queue(s).

A call is counted as Handling when it is connected to a live user (Talking) or placed On Hold (non-voicemail).

Logged Out & DND Users (Live)

The number of primary and secondary (overflow) users who are currently not eligible to receive queue calls because their status is Offline, Logged out or DND.  

Logged Out & DND Overflow Users (Live)

The number of secondary (overflow) users whose current status is Offline, Logged out or DND, meaning they won’t be offered queue calls.

Calls On Hold (Live)  

The number of calls that are currently in the On Hold state in the selected queue(s).

Ongoing Total Hold Time (Live)

The combined time spent on hold across all calls that are currently in the On Hold state in the selected queue(s).

This value updates continuously while calls remain on hold.

Overflow Users (Live)

The number of overflow (secondary) users assigned to the selected queue(s) in 8x8 Admin Console. This is a roster/configuration metric; it does not depend on whether users are logged in/out of the queue and does not change based on live calls or user status changes.  

Users are counted once, even if the same user is configured as overflow in multiple selected queues.

As a result, the Totals row also counts each overflow user only once.

Overflow Users in Wrap-Up (Live)

The number of secondary (overflow) users currently in the Wrap-up state.

Wrap-up starts automatically after a call ends (regardless of who hangs up) and lasts up to 75 seconds max (configurable in 8x8 Admin Console).

While a user is in Wrap-up, no new queue calls are offered to them.

Primary Users in Wrap-Up (Live)

The number of primary users currently in the Wrap-up state.  

Wrap-up starts automatically after a call ends (regardless of who hangs up) and lasts up to 75 seconds max (configurable in 8x8 Admin Console).

While a user is in Wrap-up, no new queue calls are offered to them.

Calls Talking (Live)  

The number of calls that are currently in the Talking state in the selected queue(s), meaning they are connected to a live user (not voicemail)

Ongoing Total Talk Time (Live)

The combined talk duration across all calls that are currently in the

Talking state in the selected queue(s). This value updates continuously while calls remain in Talking and includes only time connected to a live user.  

Active Calls (Live)

The total number of calls currently associated with the selected queue(s), regardless of their current phase/status.

This includes calls that are waiting, being offered, being handled (talking/on hold), and voicemail.  

Ongoing Total Handling Time (Live)

The combined handling duration across all calls that are currently in the Handling phase in the selected queue(s).

Handling includes time in Talking and On Hold (non-voicemail). This value updates continuously while calls remain in handling

Calls Waiting (Live)

The number of calls that are currently waiting in the queue (state: Waiting) in the selected queue(s).

Ongoing Total Wait Time (Live)

The combined waiting duration across all calls that are currently in the Waiting state in the selected queue(s). This value updates continuously while calls remain waiting.

Users in Wrap-Up (Live)

The number of primary and secondary (overflow) users who are currently in the Wrap-up state. While in Wrap-up, users are not offered new queue calls.

Totals

The bottom-line summary for all filtered queues. This row aggregates the data across your selection.

Absolute numbers (for example, Entered, Accepted) are displayed as a sum total.  

Performance metrics (for example, Abandoned %, Average Talk Time) are dynamically recalculated based on the combined total volume, rather than just averaging the column, to ensure accurate reporting

Extension

The extension number associated with the queue.

Completed

This metric increments only after the call is finished, even if it ended outside the queue

Every completed call lands in exactly one of the following five outcome buckets:

Completed = Answered + Missed + Abandoned + Diverted

Use this formula to break down what happened to the calls that reached your queue.

Note on the selected time interval (historical data):

• When you view historical data, the report is bound by a time interval (the date and time range you selected). A call is counted in the queue if it entered the queue within that interval, but it is only placed into a specific outcome bucket (Answered, Missed, Abandoned, or Rejected) if its final event also falls within the same interval.

• If a call enters the queue near the end of your selected interval but finishes after the interval ends, its final outcome happens outside the window — so it cannot be placed in Answered, Missed, or Abandoned. These calls are placed in the Diverted bucket instead, since the report only sees that they left tQueues entries

• he queue without a recorded final outcome inside the interval.

• This only affects calls whose lifecycle crosses the interval boundary. Calls that both started and finished within the interval are bucketed correctly.

As a result:

• Entered counts all calls that entered the queue within the selected time interval, regardless of when they finished.

• Completed counts only calls whose final event also falls within the interval.

• On busier PBXes with more boundary-crossing calls, Completed may be lower than Entered for the selected time range.

Queue Entries

The total number of unique inbound calls that entered the queue during the selected time period. This metric increments as soon as the call hits the queue (live), making it useful for real-time monitoring of incoming queue demand.

Unlike Completed Calls, Queue Entries does not wait for the call to finish. It counts the call the moment it enters the queue.

As a result, Queue Entries may temporarily be higher than Completed if calls are still in progress.

Answered

The total number of unique inbound calls that were answered by a user in the queue during the selected time period. A call is counted as Answered when a user picks up and the call enters the Handling state.

Includes calls where the user later transferred the call (cold or warm) to another destination, and calls where the caller hung up during handling — once the call has been answered, it remains classified as Answered regardless of what happens afterward.

Abandoned

The total number of calls that reached the queue but ended before being answered by an agent. This includes callers who hung up while waiting as well as calls abandoned while in voicemail.

Abandoned %

The percentage of queue entries that were abandoned while the caller was still waiting (like before an agent answered).

Calculated as: (Abandoned in Waiting ÷ Queue Entries) × 100 If Queue Entries = 0, the value is 0%.  

Missed

The total number of unique inbound calls that were offered to at least one user (the call rang at a user's device) but were not answered, during the selected time period. The call entered the Offering state at least once and never reached the Handling state.

Includes calls that were offered to multiple users in sequence without being picked up, and calls that were offered to a user, not answered, and then routed by the system to voicemail or another destination.

This metric counts calls where users had the opportunity to answer and did not.

Diverted

The total number of unique inbound calls that entered the queue and were routed to another destination by the system — such as voicemail, another queue, a ring group, or an external number — without ever being offered to any agent. The call never rang at any agent's device. This metric helps distinguish between calls lost due to agent behavior (Missed, Rejected) and calls the system routed away before any agent was involved, which typically indicates a capacity, staffing, or routing configuration issue. This metric is calculated after calls are completed, so ongoing calls are not included until they end.

Diverted%

The percentage of queue entries that were diverted by the system without ever being offered to an agent. Calculated as:

(Diverted ÷ Queue Entries) × 100

If Queue Entries = 0, the value is 0%

Avg Handling Time

The average time agents spent handling calls during the selected time period.

Handling time includes time spent Talking and On Hold (non-voicemail).  The metric is calculated after calls are completed, so ongoing calls are not included until they end.  

Avg On Hold Time

The average time calls spent on hold during the selected time period.

This metric is calculated after calls are completed, so ongoing calls are not included until they end.  

Avg Talk Time

The average time agents spent talking to callers during the selected time period.

This metric is calculated after calls are completed, so ongoing calls are not included until they end.

Avg Waiting Time

The average time calls spent waiting in the queue before being answered or ending during the selected time period.

This metric is calculated after calls are completed, so ongoing calls are not included until they end.  

Avg Time to Answer

The average number of seconds it takes for a call to be answered after it is offered to all the users in the queue.

Calculated as: Total seconds from when calls are offered to users until they are answered ÷ number of Answered Calls in the selected time period.

Only answered calls are included (missed/abandoned/rejected calls are excluded).

Total On Hold Time

The total time of calls spent on hold during the selected time period.

This metric is calculated after calls are completed, so ongoing calls are not included until they end.

Total Handling Time  

The total time users spent handling calls during the selected time period.

Handling time includes time spent Talking and On Hold (non-voicemail).

The metric is calculated after calls are completed, so ongoing calls are not included until they end.  

Total Talk Time

The total time users spent talking to callers for calls in the queue during the selected time period.

This metric is calculated after calls are completed, so ongoing calls are not included until they end.

Talk time includes only time when the call is connected to a live agent (like Talking), and excludes voicemail or automated interactions.  

Total Waiting Time

The total time calls spent waiting in the queue during the selected time period.

This metric is calculated after calls are completed, so ongoing calls are not included until they end

Forwarded to Voicemail

The total number of calls that were sent to voicemail during the selected time period.

This includes both automatic forwarding (system rules) and manual transfers to voicemail.

Transferred to Queue

The total number of calls that were transferred to a queue during the selected time period — either back to the same queue or to a different queue.

Transferred to Ring Group

The total number of calls that were transferred to a ring group during the selected time period.  

Work Status (Live)

The user’s current presence/status in the app (not their queue status). This reflects the user’s overall availability in 8x8 Work.  

Possible statuses include: Available, Busy, DND, Away, Auto away, Offline, On call, and Invisible.

Work Status Duration (Live)

The real-time duration showing how long the user has been in their current Work status such as Available, Busy, DND).

The timer resets when the user’s Work status changes.

Queue Status (Live)  

The user’s current status within the selected queue, showing whether they can receive queue calls right now, are being offered a call, are handling a call, or are unavailable due to other activity. This status updates live as queue activity and user availability change.  

Statuses:

• Available – Logged in and ready to receive queue calls.

• Offering – A queue call is currently being offered/ringing the user.

• Handling – The user is actively handling a queue call (Talking or On Hold; non-voicemail).

• Wrap-up – Post-call work time after a queue call ends; no new queue calls are offered.

• Paused – Temporarily not offered calls (e.g., after missing an offered call) for the configured pause time.

• Busy elsewhere – The user is engaged in an interaction outside this queue (for example,  direct call, another queue call, or wrap-up from another queue).

• DND – Do Not Disturb; the user will not be offered queue calls.

• Offline - The user is logged out of the 8x8 Work app, but it's still logged in the queue, and won't be offered calls

  Logged out – The user has logged out of the queue and won’t receive queue calls until they log in again.

• Assigned – The user is assigned to the queue, but their current queue status is not yet known/available.

• Unassigned – The user is no longer assigned to the queue.

Queue Status Duration (Live)  

The real-time duration showing how long the user has been in their current Queue Status (such as Available, Handling, Wrap-up) within the selected queue.

The timer resets when the user’s Queue Status changes.

Queue Login Time (Live)

This metric indicates the most recent date and time a user logged into the selected queue. It only reflects the latest login event, not a history of all login times.  

The behavior of this metric varies based on the queue type:

• On-Demand queues: Displays the date and time of the user's last manual login to the queue.

• Auto Login queues: Displays the date and time the user last logged into the 8x8 Work application, which automatically initiates the queue login.

A "—" (dash) is displayed if the user has not yet logged into the queue.  

Queue Logout Time (Live)

This metric shows the most recent date and time a user logged out of the selected queue. It reflects only the latest logout event, not a history of all logout times.  The behavior of this metric varies based on the queue type:

• On-Demand queues: Displays the time the user last manually logged out of the queue.

• Auto Login queues: Displays the time the user last logged out of the 8x8 Work application. This action automatically logs them out of the queue, including intentional logouts, application closures, or session expirations.  

A "—" (dash) is displayed if the user is currently logged into the queue.  

Ongoing Avg Talk Time (Live)

The real-time average talk duration for calls that are currently in the Talking state with the selected user(s).

This value updates continuously while calls remain in Talking.

Totals row behavior: The Totals row shows the average ongoing talk time across the selected users.

Ongoing Avg Handling Time (Live)

The real-time average handling duration for calls that are currently in the Handling phase for the selected user(s).

Handling includes time in Talking and On Hold (non-voicemail).

This value updates continuously while calls are ongoing.

Totals row behavior: The Totals row shows the average ongoing handling time across the selected users.  

Ongoing Handling Calls (Live)

The number of calls that are currently in the Handling phase for the selected user(s).

Handling includes calls in Talking or On Hold (non-voicemail).  

Totals row behavior: The Totals row counts unique ongoing calls (deduplicated), since a user cannot handle more than one queue call at the same time.

Total Handling Time (Live)

The combined handling duration across all calls that are currently in the Handling phase for the selected user(s).

Handling includes time in Talking and On Hold (non-voicemail). This value updates continuously while calls remain in handling.

Wrap-Up Calls (Live)

The number of calls that are currently in the Wrap-up phase for the selected user(s).

Wrap-up is the post-call state after a call ends, during which the user is not offered new queue calls.

Total Wrap-Up Time (Live)

The combined time spent in Wrap-up across all calls that are currently in the Wrap-up phase for the selected user(s).

This value updates continuously while calls remain in Wrap-up.

On Hold Calls (Live)

The number of calls that are currently in the On Hold state for the selected user(s).

Total Hold Time (Live)

The combined time calls have spent on hold across all calls that are currently in the On Hold state for the selected user(s).

This value updates continuously while calls remain on hold.

Talking Calls (Live)

The number of calls that are currently in the Talking state with the selected user(s), meaning the call is connected to a live user (not voicemail).

Total Talk Time (Live)

The combined talk duration across all calls that are currently in the Talking state with the selected user(s).

This value updates continuously while calls remain in Talking and includes only time connected to a live user.

User Extension

The phone extension number assigned to the user.

This value is configured and can be changed in 8x8 Admin Console.

User Name

The user’s name as it is shown in the system (the name used to identify the user in reports).

Total Talk Time

The total time the user spent talking to callers across all answered calls during the selected time period.

Offered Calls

The total number of times calls were offered to the user during the selected time period. A single call may be counted multiple times if it is offered repeatedly to the same user (for example, after not being answered or re-queued).

This metric reflects offer attempts, not unique calls.

Answered Calls

The total number of calls the user answered from the queue during the selected time period. If the same call is redirected back to the queue and later offered again to the same user, it will be counted again if the user answers it again.

Rejected Calls

The total number of times the user declined a queue call during the selected time period. If the same call is offered repeatedly to the same user and the user rejects it multiple times, each rejection is counted.

Missed Calls

The total number of calls missed from the queue by the user during the selected time period. If the same call is offered repeatedly to the same user and is missed multiple times, each missed attempt is counted.

Avg Time to Answer

The average time a user takes to answer a call after it is offered to them. This is calculated as the total time from when calls are offered to the user until the user answers them, divided by the number of Answered Calls by that user in the selected period. Only answered calls are included; missed, abandoned, and rejected calls are excluded.

Avg Talk Time

The average time the selected user(s) spent in the Talking state during the selected time period.

This metric is calculated from completed calls, so it increments only after calls finish.  

Avg Hold Time

The average time the selected user(s) spent in the On Hold state during the selected time period.

Avg Wrap-Up Time

The average time the selected user(s) spent in the Wrap-up state during the selected time period.

The Wrap-up duration is configurable in 8x8 Admin Console, so the actual time may vary by queue setup.

Active Queue Time

The total time the user spent actively processing queue calls. This metric represents the full life-cycle of the agent's involvement, consisting of: Ringing/Offered Time: The time the call rang at their extension.  

Talk Time: The live conversation with the caller (including any hold time).  

Wrap-Up: The time spent finishing notes or tasks immediately after the caller hangs up.

Note:

While in this state, the agent is considered 'occupied' and will not be offered new queue calls."  

Answered %

The percentage of call offers that were answered by the selected user(s) during the selected time period.  

Calculated as: Answered Calls ÷ Offered Calls × 100

Missed %

The percentage of call offers that were missed by the selected user(s) during the selected time period.

Calculated as: Missed Calls ÷ Offered Calls × 100

Rejected %

The percentage of call offers that were declined (rejected) by the selected user(s) during the selected time period.

Calculated as: Rejected Calls ÷ Offered Calls × 100

Queue Name

The name of the queue that the user is a member of (based on the selected queue(s) in the report).

Queue Type

Indicates how users are logged in to the queue, based on the Allow users to log in and log out from assigned queues the 8x8 Admin Console setting.  

• On Demand – Users can manually log in/out of the queue.  

• Auto Login – Users are automatically logged in to the queue when they log in to the Work desktop app.