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.

   

   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.

   

   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.

   

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.

  

• 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.

  

• Reorder columns: Select the drag handle next to a field and drop it where you want it.

  

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.

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.