Inbound Queue Logs for Agent Report

The Inbound Queue Logs for Agent report lists queue calls one record at a time and attributes each to the agent involved, giving you a running log of agent call activity across the period you select. In this context a queue holds inbound callers in line until an agent is free, and an agent is a user assigned to answer those queued calls. Use the report to audit a specific call, confirm which agent handled it, and see how long the caller waited before connecting. This page shows you how to open the report, narrow it with filters, and interpret the columns it returns.

Open the report

1. Sign in to the PBX web portal and go to Reports and Recordings > Call Reports.

   Note

   PBX stands for Private Branch Exchange, the phone system your organization runs. The web portal is the browser-based admin console for that system.

2. Open the Inbound Queue Logs for Agent report.

   

   1. Select the My Reports tab.
   2. Select next to the report.

3. Set the filters that define what the report covers.

   

   Filter	What it does
   Queue	Include one or more queues.
   Agent	Include one or more agents.
   Time	Set the time range the report should span.
   Communication Type	Include one or more communication types (for example, voice or video).
   Call From	Match on a caller’s number or name.
   Agent Last Call Status	Match on the agent’s last call status.
   Queue Status	Match on a queue call status.
   Process Result	Match on the process result of an abandoned or missed queue call.
   Wait Time in Queue	Match on how long callers waited in the queue before reaching an agent.
   Agent Wait Time	Match on how long it took agents to answer queue calls.
   Talk Time	Match on how long agents spent on calls, hold time included.
   Pure Talk Time	Match on how long agents spent on calls, hold time excluded.
   Hold Time	Match on how long agents kept queue calls on hold.
   Source Trunk	Match on the trunk that carried incoming calls into the queue.
   DID/DDI	Match on the DID number the caller dialed. DID (Direct Inward Dialing) is the external number that routes straight to the queue; DDI (Direct Dialing In) is the same thing under its European name.
   Exclude Calls Abandoned within Xs	Set a ring duration below which abandoned calls are dropped. Any call abandoned within this window is left out of the report.
   Exclude Calls within Xs	Set a talk duration below which answered calls are dropped. Any call that ends within this window is left out of the report.

   Tip

   For the duration filters (Wait Time in Queue, Agent Wait Time, Talk Time, Pure Talk Time, and Hold Time), you can enter a plain number, a number range, or a value prefixed with -, =, <, <=, >, or >= to match on a comparison rather than an exact figure.

   Caution

   The two Exclude filters remove matching calls from the report completely, so those calls will not appear in any row or count on the page. Leave both blank if you need a full, unfiltered log; otherwise expect the record count to be lower than the queue’s actual call volume.

   The records that match your filters appear on the page.

   

4. Optional: Adjust the columns so the report highlights the indicators you care about most.

   Action	How
   Choose which columns show	Select and pick the columns to display.
   Freeze a column	Select next to a field, then drag it onto Left (Freeze Column) or Right (Freeze Column).
   Reorder columns	Select next to a field and drag it to the position you want.

   

   

   

5. Optional: Keep the report handy or have it delivered on a schedule.

   Save it to My Reports

   1. At the bottom of the page, select Add to My Reports.
   2. Give the report a name you will recognize, and adjust its filters or metrics if you like.
   3. Select Save.

   Send it on a schedule

   1. At the bottom of the page, select Add to Scheduled Reports.
   2. Fill in the remaining scheduling details so the report is emailed automatically. For the full walkthrough of those settings, see Schedule call reports.

   Download it

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

   

   1. Optional: Select to adjust the download options, then save your changes:
      • File Format: the file type of the export: 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.
   2. Select Download.

   Tip

   Choose the format for how you will use the file: CSV or XLS to keep working with the numbers in a spreadsheet, PDF or HTML to share a fixed snapshot. Set Duration Format to HH:MM:SS if you would rather read times as hours, minutes, and seconds than as a raw second count.

Understanding the columns

Each row in the report is a single queue call. The columns are grouped below by what they describe.

Note

Every row on this report refers to queue calls only: calls that reached the agent through a call queue. Calls dialed directly to the agent’s extension are not listed here.

Call and agent

Column	Description
Agent	The agent’s number and name.
Time	When the caller reached the inbound queue.
Communication Type	The communication type of the call (for example, voice or video).
Call From	The caller who reached the queue.
Agent Last Call Status	The agent’s last call status.

Queue and outcome

Column	Description
Queue	The queue’s number and name.
Queue Status	The call status.
Process Result	The process result for an abandoned or missed queue call.

Timing

Column	Description
Wait Time in Queue	How long the caller waited in the queue before reaching an agent.
Agent Wait Time	How long it took the agent to answer the queue call.
Talk Time	How long the agent spent on the call, hold time included.
Pure Talk Time	How long the agent spent on the call, hold time excluded.
Hold Time	How long the agent kept the queue call on hold.

Routing and reference

Column	Description
Source Trunk	The trunk that carried the incoming call into the queue.
DID/DDI	The DID number the caller dialed to reach the queue.
CDR ID	The unique ID of the CDR (Call Detail Record, the log entry the system saves for every call). Use it to trace this call in the CDR list.
Polling Attempts	How many times the queue rang this agent while trying to connect the call.