Agent Missed Call Activity Report

Agent Missed Call Activity report provides a quick overview of missed calls associated with individual agents. This topic describes how to access the report and explains the key metrics in detail.

Access Agent Missed Call Activity report

  1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
  2. Access Agent Missed Call Activity report.
    1. Click Default Reports tab.

      Note: To enhance system performance, Yeastar has upgraded the CDR module in version 84.21.0.117 with a new data structure for clearer display and more comprehensive call details. The system gradually deletes old CDRs and related call report data according to the CDR Auto Cleanup setting. Before old call report data are cleaned up, new and historical data are managed separately - the Default Reports tab for new data and the Call Reports(Legacy) tab for historical data.

      This topic describes how to access new call report data generated after upgrading to version 84.21.0.117 or later. To access historical data, click Call Reports(Legacy) tab to proceed.

    2. In the Call Center Reports pane, click Agent Missed Call Activity.
  3. Set filter criteria for the call report.

    1. In the Time field, specify the time range that the report will cover.
    2. Filter data by queue or agent.

      The report that matches the filter criteria is displayed on the page, as shown below.

  4. Optional: Adjust columns in the list to focus on the key performance indicators that you want to track.
    Operation Description
    Select columns to display Click to select the columns to display.
    Pin a column Click beside the desired field, then drag it to the Left (Freeze Column) or Right (Freeze Column).
    Change column order Click beside the desired field, then drag it to the desired position.
  5. Optional: Save the report for quick access, or schedule it for automatic delivery via email.
    Operation Description
    Add to My Reports Add the report to My Reports list for quick access.
    1. At the bottom of the page, click Add to My Reports.
    2. Enter a name to help you identify the report, and adjust filters or metrics as needed.
    3. Click Save.
    Add to Scheduled Reports Schedule a task to automatically send the report via email.
    1. At the bottom of the page, click Add to Scheduled Reports.
    2. Complete the follow-up settings according to scheduled task.
    Download the report Download the report to local PC for offline review and further analysis.

    1. Optional: Click to customize the report download setting, then save the changes.
      • File Format: Specify the download format for this report.
        • CSV
        • XLS
        • PDF
        • HTML
      • Duration Format: Specify the display format for all duration-related fields.
        • Display in Second (s)
        • Display as HH:MM:SS
      • Export Fields: Specify the fields to export.
        • All
        • Selected
    2. Click Download.

Report details

Refer to the table below for a detailed description of the report metrics.

Metric Description
Time

The date and time when the caller called to the queue.
Wait Time The amount of time that the caller waited before being answered or timeout.
Call From The caller's caller ID.
Polling Attempts The number of polling attempts to call the agent.
Queue

The queue that received the call.
Queue Status Whether the missed call was answered by other agents in the queue.
  • Answered
  • No Answered
Count Indicate that this is a missed call, and the value is fixed at 1.