# Inbound Queue Logs for Agent Report

The Inbound Queue Logs for Agent report breaks down how each agent handled the queue calls routed to them over a period you choose. Every row is a single queue call, with its wait, talk, and hold times attached to the agent who took it, so you can see agent activity at a glance. Run it when you need to check how a particular agent or queue performed, find missed or abandoned calls, or produce a shift or service-level summary. This page shows how to open the report and defines each metric it records.

## Open the Inbound Queue Logs for Agent report

:::note
This report opens from the **My Reports** tab, where your saved report templates are kept. The view icon runs the saved template so you can apply filters and see results. If the report is not listed yet, run and save it once from the report page (see [Save, schedule, or download the report](#save-schedule-or-download-the-report)) and it will stay there for quick access.
:::

1. Sign in to the PBX web portal and go to **Reports and Recordings > Call Reports**.
2. Open the **My Reports** tab, then click the view icon next to the report.

   ![My Reports tab on the Call Reports page with a view control beside each saved report](/images/pbx/my-report-tab.png)
3. Set the report filters.

   ![Filter options for the Inbound Queue Logs for Agent report, including queue, agent, and time-range selectors](/images/pbx/select-inbound-queue-activity-analysis-for-agent.png)

   | Filter | Description |
   | --- | --- |
   | Queue | Limit the report to one or more queues. |
   | Agent | Limit the report to one or more agents. |
   | Time | Set the date range the report covers. |
   | Communication Type | Restrict the report to one or more communication types. |
   | Call From | Match a caller by number or name. |
   | Agent Last Call Status | Filter by the agent's most recent call status. |
   | Queue Status | Filter by the outcome of the queue call. |
   | Process Result | Filter by how an abandoned or missed queue call was followed up. |
   | Wait Time in Queue | Match on how long callers waited in the queue before connecting to an agent. |
   | Agent Wait Time | Match on how long agents took to answer queue calls. |
   | Talk Time | Match on the time agents spent talking to callers, hold time included. |
   | Pure Talk Time | Match on the time agents spent talking to callers, hold time excluded. |
   | Hold Time | Match on how long agents kept queue calls on hold. |
   | Source Trunk | Limit the report to the trunk (the connection to your phone-service provider) that incoming calls arrived on. |
   | DID/DDI | Match the DID (Direct Inward Dialing, also called DDI, Direct Dialing Inward) number the caller dialed. |
   | Exclude Calls Abandoned within Xs | Set a ring duration below which short abandoned calls are dropped from the report. |
   | Exclude Calls within Xs | Set a talk duration below which short answered calls are dropped from the report. |

   :::tip
   The duration filters (**Wait Time in Queue**, **Agent Wait Time**, **Talk Time**, **Pure Talk Time**, and **Hold Time**) accept comparison operators and ranges. Enter a number on its own, or combine it with `-`, `=`, `<`, `<=`, `>`, or `>=` (or give a number range) to match the durations you want.
   :::

   :::caution
   **Exclude Calls Abandoned within Xs** and **Exclude Calls within Xs** leave matching calls out of the report entirely. Set them only when you deliberately want to hide short abandoned or short answered calls, otherwise your totals will read lower than the queue's real activity and the missing rows are easy to overlook.
   :::

   The report matching your filters appears on the page.

   ![Inbound Queue Logs for Agent report listing each queue call alongside its agent, wait, and talk-time values](/images/pbx/inbound-queue-logs-for-agent.png)

## 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.<br />![Panel for selecting which report columns to display](/images/pbx/filter-report.png) |
| 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.<br />![Menu for freezing a column to the left or right of the report](/images/pbx/report-freeze-column.png) |
| Reorder columns | Click the drag handle next to a field and move it to the position you want.<br />![Dragging a field to change the column order in the report](/images/pbx/report-change-field-order.png) |

:::note
Column changes only affect how the on-screen report looks. They do not change which calls the report includes, and they do not delete any data.
:::

## 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, and save your changes.

![Report download settings for file format, duration format, and export fields](/images/pbx/report-download-setting.png)

- **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** (every available column) or **Selected** (only the columns currently shown in the report).

When the settings are ready, click **Download**.

## Report metrics

| Metric | Description |
| --- | --- |
| Agent | The agent's number and name. |
| Time | When the caller reached the inbound queue. |
| Communication Type | The call's communication type. |
| Call From | The caller who reached the queue. |
| Agent Last Call Status | The agent's most recent call status. |
| Queue | The queue's number and name. |
| Queue Status | The status of the call. |
| Process Result | How an abandoned or missed queue call was followed up. |
| Wait Time in Queue | How long the caller waited in the queue before connecting to an agent. |
| Agent Wait Time | How long the agent took to answer the queue call. |
| Talk Time | Time the agent spent talking to the caller, including hold time. |
| Pure Talk Time | Time the agent spent talking to the caller, excluding hold time. |
| Hold Time | How long the agent held the queue call. |
| Source Trunk | The trunk the incoming queue call arrived on. |
| DID/DDI | The DID (Direct Inward Dialing) number the caller dialed to reach the queue. |
| CDR ID | The unique identifier of the CDR (Call Detail Record, the system's per-call log entry) for this call. |
| Polling Attempts | How many times the queue attempted to ring the agent. |

:::note
**Talk Time** includes any hold time, while **Pure Talk Time** does not, so for the same call Talk Time equals Pure Talk Time plus Hold Time. Use **Pure Talk Time** when you want an agent's live talking time without the stretches a caller sat on hold.
:::