📈 Agent Performance Report
Agent Performance Report provides a quick overview of the performance of individual agents and the associated call queues, as well as granular insights into agent calls. This topic introduces how to access the report and explains the key metrics in detail.
Access Agent Performance Report
- Log in to PBX web portal, go to Reports & Recordings > Call Reports.
- In the Report Type drop-down list, select Agent Performance.
- Filter data by system time, queue, agent(s), or call abandonment time.
- Analyze the report details displayed on the page.
Report details
We take the above report as an example to introduce the key metrics for Agent Performance report.
| Metric | Description |
|---|---|
| Total Calls | The total number of calls that the queue received. |
| Answered | The total number of calls that the queue answered. |
| Missed | The total number of calls that the queue missed. A missed queue call includes, but is not limited to, the following scenarios: - A call enters a queue but meets the number of Maximum Callers. - A caller exits the queue when the Maximum Waiting Time is reached. - A call is assigned to another queue by an agent. - A caller presses a key to exit the queue and abandon the call. |
| Abandoned | The total number of calls that the callers abandoned. |
| AVG Waiting Time (Answered Calls) | The average amount of time that answered calls had been waiting in the queue before being answered by agents. Formula: (Total Ring Duration of Answered Calls + Retry Interval) / Total Answered Calls |
| AVG Waiting Time (All Calls) | The average amount of time that all inbound calls had been waiting in the queue. Formula: (Total Ring Duration + Retry Interval) / Total Calls |
| Max Waiting Time | The longest time a caller waited to answer. |
| AVG Talking Time | The average amount of time that agents spent talking to callers. Formula: Total Talking Time / Total Answered Calls |
| Missed Rate | The percentage of missed calls in relation to the total received calls. Formula: (Missed / Total Calls) * 100% |
| SLA | The Service Level Agreement (SLA) for the agreed time, and it shows the calls answered within a predefined amount of time. Formula: (Number of Calls Answered within SLA Time / Total Calls) * 100% |
Metrics for queue call
| Metric | Description |
|---|---|
| ID | A unique ID for the call. |
| Time | When the call was received. |
| Caller | The phone number of the caller. |
| From the Call | The agent that answered the call. |
| Agent | The name and extension of the agent handling the call. |
| Status | Answered, Abandoned, or Missed. |
| Ring Duration | For answered calls, this indicates the time between call initialization and the start of the call. |
| Hold Duration | The total time that the caller was placed on hold during the call. |
| Reason | The reason why this call was answered or missed. |
Metrics for agents
| Metric | Description |
|---|---|
| Total Rings | The total number of calls that the agent received. Formula: Answered + Missed |
| Answered | The total number of calls that the agent answered. |
| Missed | The total number of calls that the agent missed. A call is distributed to an agent multiple times, the number of times called will be cumulated instead of the agent received call's count. |
| Average Waiting Time | The average waiting time before the call was answered. Formula: Total Ring Duration of Answered Calls / Answered |
| Max Waiting Time | The longest time a caller waited before being answered. |
| Total Talking Time | The total amount of time that the agent spent talking to callers. |
| Missed Rate | The percentage of missed calls in relation to the total received calls. Formula: (Missed / Total Rings) * 100% |