Portfolio Overview: All Queues
IVR / Auto Attendant: Front Door Analysis
Queue-by-Queue Performance
Pathways
308 Calls | 285 ExternalStrong answer rate with a fast 14-second average wait. The 9.7% abandonment rate is worth monitoring — callers who abandon do so quickly (10s), suggesting some may be repeat callers who know the queue. Timed-out calls route to voicemail, meaning no calls are lost. Agent coverage is the most consistent across the portfolio at 4to5 per day.
Reception
217 Calls | 217 External80 callers waited the full timeout and were cut off with no fallback. Only 2.8% abandoned — meaning callers were willing to wait but the system gave up on them. Average answered call is only 14.9 seconds, suggesting Reception is acting as a transfer layer rather than a conversation queue. Avg wait of 49s before answer points to a staffing gap, not caller impatience. No overflow destination is configured — this is the most urgent fix.
Commercial Operations
237 Calls | 198 ExternalMore than half of all calls timed out. With only 2 agents opted in every single day across the entire period, the queue does not have the capacity to handle 237 calls. The 8-second average abandonment wait suggests callers are giving up almost immediately — they may have learned the queue is unlikely to be answered. Timed-out calls route to voicemail, but the volume of missed calls (122) warrants an urgent review of agent allocation and queue configuration.
Canine Coordination
39 Calls | 16 via IVRThe 1-second average wait before abandonment is a critical signal — callers are hanging up almost instantly, before the queue even connects. This strongly suggests the queue is not being presented to callers correctly, or callers have learned it is rarely answered. Agent opt-in ranges from 1 to 4 per day, creating highly inconsistent coverage. The IVR also routes 34 of 55 calls to a sub-menu before reaching this queue, adding friction. Combined miss rate of 53.8% requires investigation.
Community Fundraising
2 Calls this periodOnly 2 calls were received across the entire reporting period — both on 4 and 5 February. This queue appears largely inactive. The 62-second wait before the one answered call is notable. It is worth confirming whether this queue is still actively used or whether it should be reviewed for decommissioning or consolidation.
Bequest & Major Gifts
2 Calls this periodBoth calls received this period were answered — a 100% answer rate. However, with only 2 calls and a 76-second average wait, this queue has very low volume and the data is not statistically meaningful. The high wait time before answer (76s) is worth noting given the sensitive nature of bequest and major gift conversations — callers in this category may have a lower tolerance for long holds.
Comparative Summary
| Queue | Total Calls | Answered | Answer Rate | Timed Out | Abandoned | Avg Wait (Ans) | Agents/Day | Overflow | Status |
|---|---|---|---|---|---|---|---|---|---|
| Pathways | 308 | 252 | 81.8% |
8.1% | 9.7% | 14s | 4to5 | Voicemail | Good |
| Reception | 217 | 131 | 60.4% |
36.9% | 2.8% | 49s | 2to3 | None | Review |
| Commercial Ops | 237 | 103 | 43.5% |
51.5% | 4.2% | 21s | 2 (fixed) | Voicemail | Critical |
| Canine Coord | 39 | 18 | 46.2% |
25.6% | 28.2% | 43s | 1to4 | Voicemail | Critical |
| Community FR | 2 | 1 | 50% |
50% | 0% | 62s | 3 | Voicemail | Low Volume |
| Bequest & Gifts | 2 | 2 | 100% |
0% | 0% | 76s | N/A | N/A | Low Volume |
Recommended Actions
Configure an overflow destination immediately
80 callers were cut off with no fallback. Configure voicemail or a redirect as the timeout destination. This is a configuration change, not a staffing issue, and can be resolved today.
Review agent allocation for this queue
Only 2 agents opted in every day across the full period, resulting in 122 timed-out calls (51.5%). Either increase agent coverage or review whether this queue is appropriately staffed for its call volume.
Investigate near-instant abandonment pattern
Callers are abandoning after just 1 second on average. This is not normal caller behaviour and suggests a configuration issue, incorrect routing, or callers who have learned the queue is not monitored. Requires investigation.
Increase agent opt-in coverage
With 2to3 agents per day handling 217 calls and a 49-second average wait, the queue is under-resourced. Even adding one additional agent during peak hours would materially reduce the timeout rate.
Review IVR menu structure and drop-off rate
11% of callers (56) took no action and 5% (26) chose to hang up after navigating the menu. Combined, 82 callers never reached anyone from the IVR alone. A simplified menu or clearer options may reduce this friction.
Confirm active use of low-volume queues
Both queues received only 2 calls this period. Confirm whether these queues are still actively used or whether they should be consolidated, redirected, or decommissioned to simplify the environment.