---
title: "Queue Health Report"
slug: "queue-health-report"
description: "Monitor performance at a glance with Dialpad’s out-of-the-box Queue Health Report—track volume, wait times, and SLAs instantly."
updated: 2026-03-16T15:53:36Z
published: 2026-03-16T15:53:36Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Queue Health Report

The Queue Health Report offers a quick, comprehensive view of your main Contact Center queue metrics, helping you keep them optimized.

This out-of-the-box report lets you track key metrics like wait time and call handle time to improve queue flow, boost overall contact center efficiency, and enhance customer support.

Let’s dive into the details.

> [!NOTE]
> Who can use this
> 
> The Queue Health Report supports Voice and Digital Contact Center channels and can be used by Contact Center Admins and Supervisors.

## Access the Queue Health Report

To access the Queue Health Report, go to the **Dialpad Admin Portal.**

1. Select **Analytics**
2. Select **Reports**
3. Select**Queue health** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/queue-health-access.png)
4. **Filter**by Contact Center(s), timeframe, Channels (for Digital Contact Centers only), and Expertise (for Digital Contact Centers only) ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/filter-queue health.png)

You’ll see aggregated data based on your filters and a leaderboard that shows contact center-level insight such as the total number of connected outbound calls, average wait time, average speed to answer, and more.

## Queue Health Report metrics

The Queue Health Report offers the following metrics for Voice Contact Centers.

| Metric | Definition |
| --- | --- |
| Total Conversations | The total number of conversations within the selected period and group. **Submetrics:** - Inbound: The total number of inbound conversations within the selected period and group. - Outbound: The total number of outbound conversations within the selected period and group. |
| Queued | Total number of conversations that went into the hold queue at least once in the conversation flow. |
| Answered | Total number of inbound conversations answered by an agent. |
| Answered within SLA | Total number of calls that were answered within your defined SLA threshold. |
| Average Speed to Answer | The average wait time the caller experienced before being connected to an agent. *For digital contact centers, this is noted as Agent First Response Time. Notes: - This includes ring time, time spent in queue or waiting for a callback. - This does not include time spent on an IVR menu, or listening to a pre-recorded message. |
| Abandoned | Total number of inbound conversations that did not ring any agents and were not forwarded through alternative routing options. |
| Average time before abandoned in queue | The average time that users wait in queue before they abandon the conversation. |
| Average time before abandoned on agent extension | Average time before the conversation abandoned on an agent’s extension. |
| Callbacks requested | Total callbacks requested by the customer in the time period selected. |
| Outbound: cancelled | The total number of outbound calls that were terminated before being connected to a person or voicemail. |
| Outbound: connected | The total number of outbound calls that connected to a person or voicemail. |
| Longest speed to answer | The maximum time to answer seen across all connected inbound calls within the selected period and group. |
| Average Call Duration (ACD) | The average call duration of all connected calls (inbound and outbound). |

## Leaderboard

The leaderboard helps you spot which contact centers and groups are hitting targets or dropping the ball. You can see key metrics like their average queue wait time, total calls, calls answered within SLA, and more.

To customize the leaderboard, select **Edit**, then use the **eye icon** to hide or show specific metrics. To sort the leaderboard by a particular metric, select the down arrow in that column header.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/edit-leaderboard.png)

## Frequently asked questions

### Can I export the Queue Health Report?

Yes. To export the Queue Health Report, select **Export (.csv)**, then select **Send report**. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/export-queue-health.png)

### My leaderboard layout looks broken, what should I do?

Reset the report to its default values using the “Modified” button next to the report title. We are aware of this issue and are working on the fix.

## Related

- [Scheduled Reports](/scheduled-reports.md)
- [Callback report](/callback-report.md)
- [Analytics: Charting Data](/analytics-charting-data.md)
- [Analytics: Key Concepts](/analytics-key-concepts.md)