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.

   

   1. Select the My Reports tab.
   2. Select next to the report.

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

   

   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.

   

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

   Action	How
   Choose which columns show	Select and pick the columns to display.
   Reorder columns	Select next to a field and drag it to the position you want.

   

   

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.

   Download it

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

   

   1. Optional: Select 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.