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.