Agent Performance Report

The Agent Performance report summarizes how each agent and their associated queue handle inbound queue calls, and lets you drill down into the individual calls behind the totals. Use it to spot workload imbalances, wait-time problems, and missed-call patterns. This page explains how to open the report and what every metric means.

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

   Starting with Cloud Voice firmware 84.21.0.117, the CDR (Call Detail Record, the log entry saved for every call) 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, recent and historical data live in separate places: newer data on the Default Reports tab, and earlier data on the Call Reports (Legacy) tab.

   The steps below cover 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 Performance.

4. Choose what the report should cover.

   

   1. In the Time field, set the date and time range the report should span.

   2. Narrow the results with the object filters:

      Filter	What it does
      Queue	Include one or more queues.
      Agent	Include one or more agents.
      Exclude Calls Abandoned within Xs	Set a ring duration so short abandoned calls are left out. Any call abandoned inside this window is omitted from the report.

   Caution

   The Exclude Calls Abandoned within Xs value changes the numbers the report shows. Any call a caller hangs up on before this many seconds of ringing is dropped from the totals, including from Abandoned and Missed. Set it too high and you will hide real abandoned calls from your metrics, so confirm the value before you trust the results.

   The report refreshes to match your filters.

   

Adjust the columns

Optional. 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).

  

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

  

Save, schedule, or download

Optional. 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.

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.
   • Include Details: Export the summary list on its own, or add the detailed call records. If you include them, choose how they appear:
     • Download data as multiple files/sheets.
     • Details are displayed as indented, offset rows within the same list.
2. Select Download.

Report metrics

The report is organized into queue totals, per-agent totals, and the underlying agent call logs.

Queue metrics

Metric	What it measures
Total Calls	All calls the queue received.
Answered	Calls the queue answered.
Missed	Calls the queue missed (see the note below).
Abandoned	Calls the callers hung up on.
AVG Wait Time (Answered Calls)	Average time answered calls waited in the queue before an agent picked up.
AVG Wait Time (All Calls)	Average time every inbound call waited in the queue, answered or not.
Max Wait Time	Longest time any caller waited in the queue.
AVG Talk Time	Average time agents spent talking with callers.
Missed Rejection Rate	Missed calls as a percentage of total received calls.

Note

A queue call counts as missed in several situations, including but not limited to:

• The call leaves the queue because the Maximum Callers limit is reached.
• The call leaves the queue because the Maximum Waiting Time is reached.
• A queue manager reassigns the call to another queue or extension.
• The caller presses a key to leave the queue and is routed elsewhere.

Agent metrics

Metric	What it measures
Total Rings	How many times inbound queue calls rang the agent, not counting calls the caller abandoned before anyone answered.
Answered	Calls the agent answered.
Missed	Calls the agent missed, not counting calls the caller abandoned before anyone answered (see the note below).
AVG Wait Time	Average time answered calls waited in the queue before this agent picked up.
Max Wait Time	Longest wait among the answered calls.
AVG Talk Time	Average time the agent spent talking with callers.
Total Talk Time	Total time the agent spent talking with callers.
Missed Rejection Rate	Missed calls as a percentage of total received calls.

Note

When the same call is offered to an agent more than once, each miss is counted separately rather than as a single missed call.

Agent call logs

Metric	What it measures
ID	A unique identifier for the call.
Time	When the call came in.
Call From	The caller’s number and name.
Status	The call’s outcome for the agent: Answered or Missed.
Ring Duration	For answered calls, the time from when the call started until it was answered. For missed or abandoned calls, the time from when the call started until it was disconnected.
Talk Duration	The time from when the call was answered until it ended.
Polling Attempts	How many times the system tried to ring the agent for the call.