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.

   

   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.

   

   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.

   

   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.