Agent Performance Report

Agent Performance report provides a quick overview of the performance of individual agents and the associated call queue, as well as granular insights into agent calls. This topic introduces how to access the report and explains the key metrics in detail.

Access Agent Performance report

Log in to PBX web portal, go to Reports and Recordings > Call Reports.
In the Report Type drop-down list, select Agent Performance.
Filter data by system time, queue, agent(s), or call abandonment time.
Note: To filter out abandoned short calls, specify the ring duration in the Exclude Calls Abandoned within Xs field. Calls abandoned within this time frame will NOT be included in the report.
A report that meets the filter criteria is displayed on the page, as shown below.

Report details

We take the above report as an example to introduce the key metrics for Agent Performance report.

Metrics for queue


Metric	Description
Total Calls	The total number of calls that the queue received.
Answered	The total number of calls that the queue answered.
Missed	The total number of calls that the queue missed. Note: A missed queue call includes, but is not limited to, the following scenarios: A call exits the queue when the number of Maximum Callers is reached. A call exits the queue when the Maximum Waiting Time is reached. A call is assigned to another queue or extension by queue manager. A caller presses a key to exit the queue and be routed to another destination.
Abandoned	The total number of calls that the callers abandoned.
AVG Waiting Time (Answered Calls)	The average amount of time that the answered calls had been waiting in the queue before being answered by agents. Formula: (Total Ring Duration of Answered Calls + Retry Interval) / Total Answered Calls
AVG Waiting Time (All Calls)	The average amount of time that all inbound calls had been waiting in the queue, regardless of whether they were answered or not. Formula: (Total Ring Duration + Retry Interval) / Total Calls
Max Waiting Time	The longest time a caller waited in the queue.
Average Talking Time	The average amount of time that agents spent talking to callers. Formula: Total Talking Time / Total Answered Calls
Missed Rate	The percentage of missed calls in relation to the total received calls. Formula: (Total Missed Calls / Total Calls) * 100%

Metrics for agents


Metric	Description
Total Rings	The total number of calls that the agent received. Formula: Answered + Missed
Answered	The total number of calls that the agent answered.
Missed	The total number of calls that the agent missed. Note: If a call is distributed to an agent multiple times, the number of missed calls will be cumulated instead of counting only one missed call.
Average Waiting Time	The average amount of time that the answered calls had been waiting in the queue before being answered by the agent. Formula: Total Ring Duration of Answered Calls / Answered
Max Waiting Time	The longest waiting time of the answered calls.
Average Talking Time	The average amount of time that the agent spent talking to callers. Formula: Total Talk Duration / Answered
Total Talking Time	The total amount of time that the agent spent talking to callers.
Missed Rate	The percentage of missed calls in relation to the total received calls. Formula: (Missed / Total Rings) * 100%

Metrics for agent call logs


Metric	Description
ID	A unique ID for the call.
Time	When the call was received.
Call From	The number and the name of the caller.
Status	Call status for the agent. Answered Missed
Ring Duration	For answered calls, this indicates the time between the call started and the call answered. For missed or abandoned calls, this indicates the time between the call started and the call disconnected.
Talk Duration	The time between the call answered and the call ended.
Polling Attempts	The number of polling attempts to call the agent.
Reason	The reason why the call was not answered by the agent or why the call ended.