# Agent Activity Analysis Report

The Agent Activity Analysis report breaks queue call handling down to the individual agent, so you can see how each person performs on the calls routed to them. In this context a *queue* holds inbound callers in line until someone is free, and an *agent* is a user who is assigned to answer those queued calls. This page walks you through opening the report, tailoring it with filters, and reading the metrics it returns.

## Open the report

1. Sign in to the PBX web portal, then go to **Reports and Recordings > Call Reports**.

   :::note
   PBX stands for Private Branch Exchange, the phone system your organization runs. The web portal is the browser-based admin console for that system.
   :::
2. Open the Agent Activity Analysis report.

   ![The My Reports tab in Call Reports with report entries listed](/images/pbx/my-report-tab.png)

   1. Select the **My Reports** tab.
   2. Select ![view](/images/pbx/view.png) next to the report.

3. Choose the filters that define what the report covers.

   ![Filter options for the Agent Activity Analysis report](/images/pbx/select-agent-activity-analysis.png)

   | Filter | What it does |
   | --- | --- |
   | Queue | Pick one or more queues to include. |
   | Agent | Pick one or more agents to include. |
   | Time Range & Select Date | Set the date range the report should span. |
   | Time | Set the time-of-day window the report should span. |
   | Exclude Calls Abandoned within Xs | Set a ring duration below which abandoned calls are dropped. Any call abandoned within this window is left out of the report. |
   | Exclude Calls within Xs | Set a talk duration below which answered calls are dropped. Any call that ends within this window is left out of the report. |

   :::note
   When you apply both **Time Range & Select Date** and **Time**, the report covers only the period where the two overlap.
   :::

   :::caution
   The two **Exclude** filters remove matching calls from the report completely, so those calls are left out of every count, rate, and time shown on the page. Expect the totals to differ from an unfiltered report whenever you set either value.
   :::

   The results that match your filters appear on the page.

   ![The Agent Activity Analysis report populated with per-agent metrics](/images/pbx/agent-activity-analysis.png)

4. **Optional:** Adjust the columns so the report highlights the indicators you care about most.

   | Action | How |
   | --- | --- |
   | Choose which columns show | Select ![columns](/images/pbx/filter-report.png) and pick the columns to display. |
   | Reorder columns | Select ![drag](/images/pbx/drag.png) next to a field and drag it to the position you want. |

   ![Selecting which columns appear in the report](/images/pbx/filter-report.png)

   ![Dragging a field into a new column position](/images/pbx/report-change-field-order.png)

5. **Optional:** Keep the report handy or have it delivered on a schedule.

   **Save it to My Reports**

   1. At the bottom of the page, select **Add to My Reports**.
   2. Give the report a name you will recognize, and fine-tune its dimensions, filters, or metrics if you like.
   3. Select **Save**.

   **Send it on a schedule**

   1. At the bottom of the page, select **Add to Scheduled Reports**.
   2. Fill in the remaining scheduling details so the report is emailed automatically. For the full walkthrough of those settings, see [Schedule call reports](/pbx/administrator-guide/schedule-call-reports/).

   **Download it**

   Export the report to your computer for offline review or deeper analysis.

   ![Download settings for exporting the report](/images/pbx/report-download-setting.png)

   1. **Optional:** Select ![settings](/images/pbx/setting-button.png) to adjust the download options, then save your changes:
      - **File Format**: the file type of the export: **CSV**, **XLS**, **PDF**, or **HTML**.
      - **Duration Format**: how every duration field is shown: **Display in Second (s)** or **Display as HH:MM:SS**.
      - **Export Fields**: which fields to include: **All** or **Selected**.
   2. Select **Download**.

   :::tip
   Choose the format for how you will use the file: **CSV** or **XLS** to keep working with the numbers in a spreadsheet, **PDF** or **HTML** to share a fixed snapshot. Set **Duration Format** to **HH:MM:SS** if you would rather read times as hours, minutes, and seconds than as a raw second count.
   :::

## Understanding the metrics

The report can display a wide set of columns. They are grouped below by what they measure.

:::note
Every figure on this report refers to queue calls only: calls that reached the agent through a call queue. Calls dialed directly to the agent's extension are not counted here.
:::

### Identity and period

| Metric | Description |
| --- | --- |
| Agent | The agent's number and name. |
| Queue | The queue's number and name. |
| Month/Date/Hour | The period in which the agent handled the queue calls. |

### Call counts

| Metric | Description |
| --- | --- |
| Total Calls | All queue calls delivered to the agent. |
| Answered | Queue calls the agent answered. |
| No Answer Calls | Queue calls the agent did not answer. |
| Busy | Queue calls the agent rejected. |
| Abandoned | Queue calls the caller gave up on before an agent answered. |
| Missed | Queue calls the agent either rejected or did not answer. |

:::note
**Missed** combines two of the columns above: it is the calls the agent rejected (**Busy**) plus the calls the agent let ring without answering (**No Answer Calls**).
:::

### Call rates

| Metric | Description |
| --- | --- |
| Answered Rate | Answered calls as a share of all calls delivered. |
| No Answer Rate | Unanswered calls as a share of all calls delivered. |
| Busy Rejection Rate | Rejected calls as a share of all calls delivered. |
| Abandon Rate | Abandoned calls as a share of all calls delivered. |
| Missed Rejection Rate | Missed calls as a share of all calls delivered. |

### Ring activity

| Metric | Description |
| --- | --- |
| Total Rings | How many times queue calls rang the agent in total. |
| Unanswered Rings | How many of those rings went unanswered. |
| Unanswered Ring Rate | Unanswered rings as a share of all rings. |

### Wait time

Waiting time is measured for answered queue calls, from when the call enters the queue until it connects to an agent.

| Metric | Description |
| --- | --- |
| Total Wait Time | Combined wait time across the answered calls. |
| Max Wait Time | The longest single wait. |
| AVG Wait Time | The average wait per answered call. |

### Talk time

Talk time covers the time the agent spent on calls, hold time included.

| Metric | Description |
| --- | --- |
| Total Talk Time | Combined talk time across the calls. |
| Max Talk Time | The longest single conversation. |
| AVG Talk Time | The average talk time per call. |

### Pure talk time

Pure talk time is the same measure with hold time removed.

| Metric | Description |
| --- | --- |
| Total Pure Talk Time | Combined conversation time, hold time excluded. |
| Max Pure Talk Time | The longest single conversation, hold time excluded. |
| AVG Pure Talk Time | The average conversation time per call, hold time excluded. |

### Hold time

| Metric | Description |
| --- | --- |
| Total Hold Time | Combined time the agent kept queue calls on hold. |
| Max Hold Time | The longest single hold. |
| AVG Hold Time | The average hold time per call. |

### Handle time

Handle time spans the full life of a queue call for the agent, from the moment it starts ringing until it ends.

| Metric | Description |
| --- | --- |
| Total Handle Time | Combined handle time across the calls. |
| Max Handle Time | The longest single call handled. |
| AVG Handle Time | The average handle time per call. |