Overview

The Router Queue Performance report shows how each Router is handling its incoming interactions. You’ll see the raw numbers, the percentages, and where calls are getting stuck or dropping out.
It’s a simple way to spot delays, abandoned calls, and pressure points before they turn into customer pain.

This report has been built to mimic the ‘Time in queue report (V2)’ on the Cirrus legacy platform.

Header Information

At the top of the report, you’ll see:

• Report Name: The name you gave the report when you created it.
• Report Type & Period: Shows the original report type and the date range used.
• Selected Router(s): Lists every Router included in the report.

Per-Router Breakdown

Each Router has its own section with interaction counts and percentages.

• Offered: Total number of calls offered to the Router.
• Queued: Number and percentage of calls waiting for an available Agent.
• Short: Calls where the customer hung up within the defined short call time.
• Queued - (minus) Short: Calls that queued briefly before hanging up within the short call window.

• Answered: Calls answered by an Agent.
• Answered <= SL: Calls answered within the service level time.
• Answered > SL: Calls answered after the service level time.
• Answered Queue Time: Average and longest wait time before a call was answered.

• Abandoned: Calls where the customer hung up before an Agent answered.
• Abandoned <= SL: Abandoned within the service level time.
• Abandoned > SL: Abandoned after the service level time.
• Abandoned Queue Time: Average and longest time callers waited before abandoning.

• Timeout: Calls are removed from the queue after hitting the maximum queue time. (Follow-up action is defined per Router.)
• No Agent: Calls removed because no Agents were available for this Router. (Follow-up action is defined per Router.)
• Others: Calls removed for any other reason — full queue, closed queue, caller requested callback, or unexpected events.(Follow-up action is defined per Router.)

Use Case Example

You’re running the morning shift, and complaints are starting to creep in. Customers say the wait times feel longer than usual. Before you start moving people around or escalating anything, you open the Router Queue Performance report to get the truth fast.

Here’s what you spot:

• The offered volume is normal for this time of day.
• But Queued and Queued Short are both higher than yesterday.
• Answered ≤ SL has dropped, and Answered > SL has climbed.
• Abandoned > SL has spiked, a sign that customers are waiting too long before giving up.
• The Answered Queue Time shows a long peak wait, much higher than expected.
• You also spot a few No Agent entries on one Router, meaning the team wasn’t fully staffed for a period.

What you do next:

• Pull one extra Agent into the queue with the highest pressure.
• Send a quick message reminding the team to mark themselves available after breaks.
• Check whether any workflows or routing rules changed overnight.
• Keep the report open to watch the numbers settle.

Within 20 minutes, your Answered ≤ SL starts rising, Abandoned stabilises, and the queue eases. A small tweak, big impact, and the report made the decision obvious.