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 () next to the report.

   

3. Set the filter criteria for the report.

   

   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.

   

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

   • Choose which columns show: Click the columns icon () and select the columns to display.

     

   • Reorder columns: Click the drag handle () beside a field and drag it to the position you want.

     

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.

     

     1. Optional: Click the settings icon () 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.