Agent Performance Report

The Agent Performance report gives you a quick read on how well individual agents and the queues they serve are handling calls, plus a call-by-call breakdown for each agent. Use it to spot where wait times, missed calls, or talk times are trending in the wrong direction. This page explains how to open the report and what each metric measures.

Open the Agent Performance 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 the system stores for every call) module in version 84.21.0.117, adding a new data structure that presents call details more clearly and in greater depth. Older CDRs and the report data tied to them are removed gradually according to your CDR Auto Cleanup setting. Until that cleanup runs, the old and new records are kept apart: the Default Reports tab holds records built on the new structure, and the Call Reports (Legacy) tab keeps the historical records. The steps below cover the new data on the Default Reports tab. To review data from before the upgrade, open the Call Reports (Legacy) tab instead.

3. In the Call Center Reports pane, select Agent Performance.

4. Set the report filters:

   

   a. In the Time field, choose the date range the report should cover.

   b. Narrow the results using the filters below.

   Filter	What it does
   Queue	Select one or more queues to include.
   Agent	Select one or more agents to include.
   Exclude Calls Abandoned within Xs	Set a ring-time threshold in seconds. Calls that callers abandon within that window are left out of the report, so brief hang-ups don’t skew the numbers.

   Tip

   Callers who hang up in the first few seconds are usually misdials or accidental calls. Setting a small threshold (for example, 5 seconds) keeps those from inflating the Abandoned count. Avoid setting it too high, or you will hide genuine abandoned calls and make the queue look like it performed better than it did.

   The report matching your filters appears on the page.

   

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.

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.

To control the export, click the settings icon before downloading, adjust the options below, then 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.
• Include Details: whether to export the summary list only or add the underlying call records. If you include the details, choose how they appear: Download data as multiple files/sheets, or Details are displayed as indented, offset rows within the same list.

When the settings are ready, click Download.

Report metrics

The report is organized into three parts: totals for the queue, totals per agent, and the individual call log behind each agent.

Note

Queue totals and agent totals are counted separately, so they will not always add up the same way. A single call can ring several agents before one picks up: each agent who let it ring records a miss in the agent metrics, while the queue still counts that call as answered. Read the queue numbers for overall service levels and the agent numbers for individual performance.

Queue metrics

Metric	Description
Total Calls	Total number of calls the queue received.
Answered	Number of calls the queue answered.
Missed	Number of calls the queue missed. A call counts as missed in scenarios such as: the queue reaches its Maximum Callers limit and the call leaves the queue; the call leaves after hitting the Maximum Waiting Time; a queue manager reassigns the call to another queue or extension; or the caller presses a key to exit the queue for another destination. This list is not exhaustive.
Abandoned	Number of calls that callers hung up on before being answered.
AVG Wait Time (Answered Calls)	Average time answered calls spent waiting in the queue before an agent picked up.
AVG Wait Time (All Calls)	Average time all inbound calls spent waiting in the queue, whether or not they were answered.
Max Wait Time	Longest time any caller waited in the queue.
AVG Talk Time	Average time agents spent talking to callers.
Missed Rejection Rate	Missed calls as a percentage of all calls received.

Agent metrics

Metric	Description
Total Rings	Number of times inbound queue calls rang the agent, not counting calls that callers abandoned before they could be answered.
Answered	Number of calls the agent answered.
Missed	Number of calls the agent missed, not counting calls abandoned before they could be answered. When the same call is offered to an agent more than once, each miss is counted rather than collapsed into a single missed call.
AVG Wait Time	Average time answered calls spent waiting in the queue before this agent picked up.
Max Wait Time	Longest wait among the answered calls.
AVG Talk Time	Average time the agent spent talking to callers.
Total Talk Time	Total time the agent spent talking to callers.
Missed Rejection Rate	Missed calls as a percentage of all calls received.

Agent call log metrics

Metric	Description
ID	A unique identifier for the call.
Time	When the call came in.
Call From	The caller’s number and name.
Status	The outcome for the agent: Answered or Missed.
Ring Duration	For answered calls, the time from when the call started to when it was answered. For missed or abandoned calls, the time from when the call started to when it disconnected.
Talk Duration	The time from when the call was answered to when it ended.
Polling Attempts	The number of times the system tried to ring the agent for the call.