# Agent Activity Analysis Report

The Agent Activity Analysis report breaks down how each agent handles queue calls. It gives you per-agent numbers for answered, missed, and abandoned calls, along with wait, talk, hold, and total handling times, so you can compare individual performance and spot where coaching or staffing changes are needed.

:::note
A queue call is a call that reaches an agent through a call queue (the mechanism a contact center uses to hold incoming calls and hand them out to a group of agents). This report only counts queue calls. Calls made straight to an agent's own extension are not included.
:::

## Open the report

1. Sign in to the Cloud Voice management portal and go to **Reports and Recordings > Call Reports**.

2. Open the Agent Activity Analysis report from the **My Reports** tab.

   1. Click the **My Reports** tab.
   2. Click the view icon (![View icon](/images/pbx/view.png)) next to the report.

   ![The My Reports tab listing saved call reports](/images/pbx/my-report-tab.png)

3. Set the filter criteria for the report.

   ![Filter panel for the Agent Activity Analysis report](/images/pbx/select-agent-activity-analysis.png)

   | Filter | Description |
   | --- | --- |
   | Queue | Select one or more queues to include. |
   | Agent | Select one or more agents to include. |
   | Time Range & Select Date | Set the date range the report covers. |
   | Time | Set the time-of-day window the report covers. |
   | Exclude Calls Abandoned within Xs | Set a ring-duration threshold to leave out short abandoned calls. Calls abandoned inside this window are omitted from the report. |
   | Exclude Calls within Xs | Set a talk-duration threshold to leave out short answered calls. Calls that end inside this window are omitted from the report. |

   :::note
   When you use both **Time Range & Select Date** and **Time**, the report covers only the period where the two overlap.
   :::

   :::tip
   Use the two **Exclude** filters to strip out very short calls, such as misdials or accidental hang-ups, that would otherwise skew the answer and abandon rates. The value you enter is the cutoff in seconds.
   :::

   The report matching your filters appears on the page.

   ![Agent Activity Analysis report results](/images/pbx/agent-activity-analysis.png)

4. **Optional:** Adjust the columns to focus on the metrics you care about.

   - **Choose which columns show:** Click the columns icon (![Columns icon](/images/pbx/filter-report.png)) and select the columns to display.

     ![Column selection menu for the report](/images/pbx/filter-report.png)

   - **Reorder columns:** Click the drag handle (![Drag icon](/images/pbx/drag.png)) beside a field and drag it to the position you want.

     ![Dragging a report field to reorder columns](/images/pbx/report-change-field-order.png)

5. **Optional:** Save the report for quick access, schedule it for automatic email delivery, or download it.

   - **Add to My Reports**: Save the current view to your **My Reports** list for one-click access later.
   1. At the bottom of the page, click **Add to My Reports**.
   2. Enter a name that helps you identify the report, and adjust its dimensions, filters, or metrics as needed.
   3. Click **Save**.

   - **Add to Scheduled Reports**: Have Cloud Voice email the report to recipients on a recurring schedule.
   1. At the bottom of the page, click **Add to Scheduled Reports**.
   2. Complete the scheduled-task settings to set the delivery frequency and recipients.

     :::caution
     A scheduled report emails agent performance figures to every recipient you list. Double-check the recipient list before saving, since this data can be sensitive and is easy to send to the wrong address.
     :::

   - **Download**: Export the report to your computer for offline review and further analysis.

     ![Report download options](/images/pbx/report-download-setting.png)

   1. **Optional:** Click the settings icon (![Settings icon](/images/pbx/setting-button.png)) to customize the download options, then save your changes:
        - **File Format**: Choose the export format: **CSV**, **XLS**, **PDF**, or **HTML**.
        - **Duration Format**: Choose how all duration fields display: **Display in Second (s)** or **Display as HH:MM:SS**.
        - **Export Fields**: Choose which fields to export: **All** or **Selected**.
   2. Click **Download**.

     :::tip
     Pick **CSV** or **XLS** when you plan to sort, filter, or chart the data in a spreadsheet. Pick **PDF** or **HTML** when you just need a clean copy to read or share.
     :::

## Metric reference

The report includes the following metrics.

| Metric | Description |
| --- | --- |
| Agent | The agent's number and name. |
| Queue | The queue number and name. |
| Month/Date/Hour | The time period during which the agent handled queue calls. |
| Total Calls | The total number of queue calls routed to the agent. |
| Answered | The number of queue calls the agent answered. |
| No Answer Calls | The number of queue calls the agent did not answer. |
| Busy | The number of queue calls the agent rejected. |
| Abandoned | The number of queue calls that callers ended before being answered. |
| Missed | The number of queue calls the agent either rejected or did not answer. |
| Answered Rate | Answered calls as a percentage of total calls received. |
| No Answer Rate | Unanswered calls as a percentage of total calls received. |
| Busy Rejection Rate | Rejected calls as a percentage of total calls received. |
| Abandon Rate | Abandoned calls as a percentage of total calls received. |
| Missed Rejection Rate | Missed calls as a percentage of total calls received. |
| Total Rings | The total number of times queue calls rang the agent. |
| Unanswered Rings | The number of times queue calls rang the agent without being answered. |
| Unanswered Ring Rate | Unanswered rings as a percentage of total rings. |
| Total Wait Time | The combined time answered callers waited before being connected to the agent. |
| Max Wait Time | The longest a caller waited before being connected to the agent. |
| AVG Wait Time | The average time callers waited before being connected to the agent. |
| Total Talk Time | The total time the agent spent talking to callers, including hold time. |
| Max Talk Time | The longest single call the agent handled, including hold time. |
| AVG Talk Time | The average call duration, including hold time. |
| Total Pure Talk Time | The total time the agent spent talking to callers, excluding hold time. |
| Max Pure Talk Time | The longest single call the agent handled, excluding hold time. |
| AVG Pure Talk Time | The average call duration, excluding hold time. |
| Total Hold Time | The total time the agent kept queue calls on hold. |
| Max Hold Time | The longest a single queue call was on hold. |
| AVG Hold Time | The average hold time across queue calls. |
| Total Handle Time | The total time the agent spent handling queue calls, from ringing to call end. |
| Max Handle Time | The longest end-to-end handling time for a single queue call, from ringing to call end. |
| AVG Handle Time | The average handling time per queue call, from ringing to call end. |