Agent Pause Activity Report

Agent Pause Activity report provides a quick overview of the pause and unpause activities of queue agents. This topic describes how to access the report and explains the key metrics in detail.

Access Agent Pause Activity report

  1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
  2. Access Agent Pause 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 Pause 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, agent, or pause reason.

      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
Pause The date and time when the agent switched status to Pause.
Pause Reason The reason why the agent switched status to Pause.
Unpause Indicate that the pause reason was changed; or display the date and time when the agent switched status to Unpause.
Total Pause Time The elapsed time between switching to the current pause status and changing to another status (unpause or other pause reason).
Total Pauses The number of times that the agent paused service, excluding changing pause reason.