Last Updated: June 29, 2026
Call Queues 
keep track of statistics related to the Call Queue’s performance and individual member performances. You can learn more about how to leverage this information to improve overall Call Queue performance in this article.
Call Queue reports
- Log in to office.ooma.com as an administrator and navigate to the Call Queues page in the Dashboard section.
- Go to the QUEUE REPORTS tab.
- If necessary, use the search box to find the Call Queue you’d like to review.
- Use the Range box to select the date range for the Call Queue reports.
- You can review the following Call Queue statistics:
- Call Count: The number of inbound calls that went to the Call Queue during the selected time range.
- Abandon Count: The number of calls that were never answered by a queue member. This number represents calls that were in the queue but the caller hung up before a member as available to answer.
- Time Out Count: The number of calls that exceeded the queue’s maximum wait time before a member was available to take the call.
- Average Wait Time: The average length of time a call in the queue waited before a member was available to answer.
Member reports
- Log in to office.ooma.com as an administrator and navigate to the Call Queues page in the Dashboard section.
- Go to the MEMBER REPORTS tab.
- If necessary, use the search box to find the member whose statistics you’d like to review.
- Use the Range box to select the date range for the member reports.
- You can review the following statistics for each member:
- Call Count: The number of calls the member answered during the time range.
- Missed Calls: The number of calls that rang the member’s phone but were not answered.
- Rejected Calls: The number of calls that rang the member’s phone and were explicitly rejected.
- Average Duration: The average amount of time a member spent on each call.
- Average Ring: The average amount of time a call rang before the member answered.