# Agent Pause Activity Report

The Agent Pause Activity report summarizes the pause and unpause events for your queue agents, so you can see when agents stepped away from service, why they did so, and how long each pause lasted. This page explains how to open the report and what each metric means.

:::note
In a call queue, an agent can set their status to **Pause** to temporarily stop receiving new queue calls, for example during a break, lunch, or paperwork, and can pick a **pause reason** that records why. This report gathers those pause and unpause events so you can review them after the fact.
:::

## Open the report

1. Sign in to the PBX (Private Branch Exchange) web portal and go to **Reports and Recordings > Call Reports**.
2. Select the **Default Reports** tab.

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

   :::note
   To improve system performance, Cloud Voice rebuilt the Call Detail Record (CDR) module in version 84.21.0.117 with a new data structure that gives clearer displays and richer call detail. Older CDRs and their associated report data are removed over time according to your **CDR Auto Cleanup** setting. Until that cleanup runs, new and historical data are kept apart: the **Default Reports** tab holds data generated on version 84.21.0.117 or later, and the **Call Reports (Legacy)** tab holds data recorded before the upgrade. The steps below cover the new report data. To work with historical data instead, open the **Call Reports (Legacy)** tab.
   :::

3. In the **Call Center Reports** pane, click **Agent Pause Activity**.
4. Set the filters that define which data appears.

   ![Filter controls above the Agent Pause Activity report](/images/pbx/select-agent-pause-activity-report.png)

   a. Use the **Time** field to set the date range the report covers.

   b. Narrow the results by queue, agent, or pause reason.

   The report refreshes to match your filters.

   ![Agent Pause Activity report showing pause and unpause entries](/images/pbx/agent-pause-activity.png)

   :::tip
   To focus on one situation, combine filters, for example a single agent plus one pause reason, so the report shows only the activity you are investigating.
   :::

## Adjust the columns

Tailor the layout so the metrics you care about are front and center.

| Action | How to do it |
| --- | --- |
| Choose which columns show | Click the column selector icon and pick the columns to display. |
| Freeze a column | Click the drag handle next to a field, then drag it into **Left (Freeze Column)** or **Right (Freeze Column)** so it stays visible while you scroll. |
| Reorder columns | Click the drag handle next to a field and drag it to the position you want. |

## Save, schedule, or download

| Action | How to do it |
| --- | --- |
| Add to My Reports | Save the current view for quick reuse. At the bottom of the page, click **Add to My Reports**, give the report a recognizable name, adjust the filters or metrics if needed, then click **Save**. |
| Add to Scheduled Reports | Have the report emailed automatically on a schedule. At the bottom of the page, click **Add to Scheduled Reports**, then complete the scheduled task settings. |
| Download | Export the report to your computer for offline review. Optionally click the settings icon to adjust the download options described below, then click **Download**. |

When you customize the download, you can set:

- **File Format**: the format of the exported file: 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**.

## Report metrics

| Metric | Description |
| --- | --- |
| Pause | The date and time the agent changed status to **Pause**. |
| Pause Reason | The reason the agent selected when switching to **Pause**. |
| Unpause | The date and time the agent returned to service, or an indication that the agent switched to a different pause reason. |
| Total Pause Time | The time elapsed between entering the current pause status and moving to another status, whether that is unpause or a different pause reason. |
| Total Pauses | The number of times the agent paused service, not counting changes of pause reason. |