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) 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.

   

3. Set the report filters.

   

   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.

   

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

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.

• 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.