# Agent Call Summary Report
The Agent Call Summary report rolls up call activity for your queue agents in one place: the internal and inbound calls they answered from queues, and the outbound calls they placed. Use it to compare workload and handling times across agents, spot who is overloaded, and check that calls are being answered promptly. This page shows how to open the report and explains what each metric measures.
## Open the Agent Call Summary report
1. Sign in to the PBX (Private Branch Exchange, your phone system) web portal and go to **Reports and Recordings > Call Reports**.
2. Open the **Default Reports** tab.
:::note
Cloud Voice rebuilt the CDR (Call Detail Record, the log entry created for every call) module in version **84.21.0.117**, introducing a new data structure that shows call details more clearly and in more depth. Older CDRs and the report data tied to them are removed over time according to your **CDR Auto Cleanup** setting. Until that cleanup finishes, the old and new records live under separate tabs: **Default Reports** holds records created on the new structure, while **Call Reports (Legacy)** keeps the historical records. The steps here cover the new data on the **Default Reports** tab. To review data generated before the upgrade, open the **Call Reports (Legacy)** tab instead.
:::
:::caution
CDR Auto Cleanup permanently deletes old call records once they reach the retention age set on your system, and deleted data cannot be recovered. If you still need agent history from before the upgrade, open the **Call Reports (Legacy)** tab and download or save those reports before the cleanup removes them.
:::
3. In the **Call Center Reports** pane, select **Agent Call Summary**.
4. Set the report filters:
a. In the **Time** field, choose the date range the report should cover.
b. Narrow the results by queue or by agent.
The report matching your filters appears on the page.
:::tip
When you are still learning the metrics, start with a short time range and a single queue or agent. A smaller result set loads faster and makes it easier to see how each column is calculated.
:::
## Adjust the columns
Optionally, tailor the column layout so the indicators you care about stay in view.
| Action | How |
| --- | --- |
| Choose which columns appear | Click the column-selection icon, then tick the columns you want to show.
 |
| Freeze a column | Click the drag handle next to a field and drop it onto **Left (Freeze Column)** or **Right (Freeze Column)** to pin it in place.
 |
| Reorder columns | Click the drag handle next to a field and move it to the position you want.
 |
:::note
These column changes only affect how the report looks while you view it. To keep a layout for next time, save it with **Add to My Reports** in the next section.
:::
## Save, schedule, or download the report
Optionally, keep the report for later, have it emailed on a schedule, or export a copy.
| Action | How |
| --- | --- |
| Add to **My Reports** | Save the report to your **My Reports** list for quick access. At the bottom of the page, click **Add to My Reports**, enter a name that identifies it, fine-tune the filters or metrics, then click **Save**. |
| Add to **Scheduled Reports** | Have the report emailed automatically on a recurring basis. At the bottom of the page, click **Add to Scheduled Reports**, then fill in the scheduling options for the task. |
| Download the report | Export the report to your computer for offline review or further analysis. |
:::tip
Scheduling the report is handy for recurring reviews. For example, have a weekly summary emailed to a supervisor automatically so no one has to open the portal and rebuild the filters each time.
:::
To control the export, click the settings icon before downloading, adjust the options below, and save your changes.
- **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**.
When the settings are set, click **Download**.
:::tip
Pick **CSV** or **XLS** when you plan to sort, filter, or chart the numbers in a spreadsheet. Pick **PDF** or **HTML** when you just need a tidy copy to read or share. If you are analyzing durations in a spreadsheet, **Display in Second (s)** is easier to total than **HH:MM:SS**.
:::
## Report metrics
| Metric | Description |
| --- | --- |
| Queue Calls Answered | Number of incoming queue calls the agent answered. |
| Queue Calls Talk Time | Total time the agent spent on incoming calls. |
| Outbound Calls | Number of outgoing calls the agent placed. |
| Outbound Calls Answered | Number of the agent's outgoing calls that were answered. |
| Outbound Calls Talk Time | Total time the agent spent on outgoing calls. |
| Total Calls | Combined count of incoming queue calls the agent answered and outgoing calls the agent placed. |
| Total Talk Time | Combined time the agent spent on incoming and outgoing calls. |
| AVG Handle Time (Answered Calls) | Average time the agent spent serving customers, based on answered calls. |
| AVG Talk Time (Answered Calls) | Average time the agent spent on answered incoming and outgoing calls. |
| AVG Hold Time (Answered Calls) | Average time the agent held callers during answered queue calls. |
| AVG Wait Time (Answered Calls) | Average time a caller waited before a queue call was answered. |