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Report type: Queue / IVR search

The Queue tab reports on one or more 3CX queues: inbound calls, calls answered, SLA breaches, calls lost and DINA calls, with waiting times and talk times. IVRs have their own tab with the same layout.

  1. Open Report, Advanced search and select Queue (or IVRs).
  2. Type in one or more queues, or ALL queues.
  3. Set the date, the interval and optionally a period to compare against.
  4. Click Search.
JEDWare advanced search jedware advanced search queue form 2026

Queue-specific advanced settings

  • Only SLA breach: show only calls that waited longer than the SLA seconds you enter.
  • Ignore Queue Redirects: JEDWare normally follows a call from the moment it arrives until it is handled or abandoned, the caller’s perspective. A call that was redirected from queue A to queue B and answered there counts as answered for A. With Ignore Queue Redirects on, the report takes your team’s perspective instead: a call that left queue A unanswered counts as lost for A, the way 3CX itself counts it.
  • DINA (Did Not Answer) calls, barge in and the other expanded options, weekdays and the short-call exclusions work as in the other tabs.

The result

JEDWare advanced search jedware advanced search queue result 2026

The tiles show inbound calls, calls answered, SLA breaches, calls lost and DINA calls, followed by the average waiting time for answered calls, for lost calls and for all calls, the average talking time, the total waiting time and calls per hour. Per queue splits the tiles per queue, and Show chart draws the period as a graph.

The interval table has one row per interval; click a row to unfold the calls with waiting time, talk time, customer experience time, caller and destination. Click a call for its call flow.

JEDWare call flow of a single call jedware call flow popup 2026