# Agent Call Summary Report

The Agent Call Summary report rolls up activity for your queue agents in one view: the internal and inbound calls they answer, along with the outbound calls they place. Use it to compare agent workload and service levels at a glance. This page shows how to open the report and what each metric means.

:::note
A *call queue* lines up inbound callers and holds them until someone is free to help. A *queue agent* is an extension assigned to answer those queued calls. This report only reflects agents that belong to a queue, so an extension that is not a queue member will not appear here.
:::

## Open the report

1. Sign in to the PBX (Private Branch Exchange, your hosted phone system) web portal and go to **Reports and Recordings > Call Reports**.
2. Open the **Default Reports** tab.

   ![Call Reports screen with the Default Reports tab selected](/images/pbx/access-new-call-report.png)

   :::note
   A CDR (Call Detail Record) is the log entry the system saves for every call. Starting with Cloud Voice firmware `84.21.0.117`, the CDR module uses a redesigned data structure that displays call details more clearly. Older CDRs and their report data are removed over time based on your **CDR Auto Cleanup** setting. Until that cleanup finishes, new and historical data live in separate places: recent data on the **Default Reports** tab, and earlier data on the **Call Reports (Legacy)** tab.

   The steps below cover the new report data generated on `84.21.0.117` and later. For anything recorded before the upgrade, open the **Call Reports (Legacy)** tab instead.
   :::
3. In the **Call Center Reports** pane, select **Agent Call Summary**.
4. Choose what the report should cover.

   ![Filter panel for setting the time range, queue, and agent](/images/pbx/select-agent-call-summary-report.png)

   1. In the **Time** field, set the date and time range.
   2. Narrow the results by queue or by agent.

   The report refreshes to match your filters.

   :::tip
   Match the time range to what you are checking (a single shift, a full day, or a week). Keeping the range tight makes the numbers easier to compare and keeps large reports quick to load.
   :::

   ![Agent Call Summary results showing per-agent call counts and talk times](/images/pbx/agent-call-summary.png)

## Adjust the columns

Tailor the layout so the indicators you care about stay in view.

- **Choose which columns appear**: Select the filter icon, then pick the columns you want shown.

  ![Column picker for showing or hiding report fields](/images/pbx/filter-report.png)
- **Freeze a column in place**: Select the drag handle next to a field and drag it to **Left (Freeze Column)** or **Right (Freeze Column)**. A frozen column stays visible while you scroll the rest of the table sideways.

  ![Menu for pinning a report column to the left or right](/images/pbx/report-freeze-column.png)
- **Reorder columns**: Select the drag handle next to a field and drop it where you want it.

  ![Dragging a field to change its position in the report](/images/pbx/report-change-field-order.png)

## Save, schedule, or download

Once the report looks the way you want, you can keep it handy, have it emailed on a schedule, or export a copy.

### Save to My Reports

Add the report to your **My Reports** list so you can reopen it without rebuilding the filters.

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

### Schedule automatic delivery

Set up a task that emails the report on a recurring basis.

1. At the bottom of the page, select **Add to Scheduled Reports**.
2. Fill in the scheduled task settings to define the recipients and delivery frequency.

:::caution
A scheduled report emails call activity data to every recipient you list, on every run, until you change or delete the task. Double-check the recipient addresses before saving so call details are not sent to the wrong people.
:::

### Download a copy

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

![Download settings for report format, duration format, and fields](/images/pbx/report-download-setting.png)

1. Optional: Select the settings icon to adjust how the file is exported, then save your changes:
   - **File Format**: Choose **CSV**, **XLS**, **PDF**, or **HTML**.
   - **Duration Format**: Show every duration field either **Display in Second (s)** or **Display as HH:MM:SS**.
   - **Export Fields**: Export **All** fields or only the **Selected** ones.
2. Select **Download**.

:::tip
Pick **CSV** or **XLS** if you plan to sort, filter, or chart the data in a spreadsheet. Choose **PDF** or **HTML** when you just need a clean copy to read or forward.
:::

## Report metrics

| Metric | What it measures |
| --- | --- |
| Queue Calls Answered | Incoming queue calls the agent answered. |
| Queue Calls Talk Time | Total time the agent spent on incoming calls. |
| Outbound Calls | Outgoing calls the agent placed. |
| Outbound Calls Answered | Outgoing calls the agent placed that were answered. |
| Outbound Calls Talk Time | Total time the agent spent on outgoing calls. |
| Total Calls | Answered incoming queue calls plus outgoing calls placed by the agent. |
| Total Talk Time | Combined time the agent spent on incoming and outgoing calls. |
| AVG Handle Time (Answered Calls) | Average time the agent spent serving customers, based on answered calls. |
| AVG Talk Time (Answered Calls) | Average time the agent spent on answered incoming and outgoing calls. |
| AVG Hold Time (Answered Calls) | Average time the agent placed answered queue calls on hold. |
| AVG Wait Time (Answered Calls) | Average time a queue call waited before the agent answered. |

:::note
The four averages labelled **(Answered Calls)** are worked out only from calls that were actually answered. Missed or abandoned calls do not count toward those figures, so read them alongside the answered-call totals to keep the full picture in view.
:::