Inbound Queue Logs for Agent Report

Access Inbound Queue Logs for Agent report

1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
2. Access Inbound Queue Logs for Agent report.

   

   1. Click My Reports tab.
   2. Click beside the report.
3. Set filter criteria for the call report.

   

   Filter	Description
   Queue	Select one or more queues.
   Agent	Select one or more agents.
   Time	Specify a time range that the report will cover.
   Communication Type	Select one or more communication types.
   Call From	Enter the caller's number or name.
   Agent Last Call Status	Select the last call status of agents.
   Queue Status	Select a queue call status.
   Process Result	Select the process result for an abandoned or missed queue call.
   Wait Time in Queue	Specify the amount of time callers waited in the queue before connecting to an agent. You can enter numbers, -, =, <, <=, >, >=, and number ranges to specify the time.
   Agent Wait Time	Specify the amount of time it took for agents to answer queue calls. You can enter numbers, -, =, <, <=, >, >=, and number ranges to specify the time.
   Talk Time	Specify the amount of time that agents spent talking to callers, including hold time. You can enter numbers, -, =, <, <=, >, >=, and number ranges to specify the time.
   Pure Talk Time	Specify the amount of time that agents spent talking to callers, excluding hold time. You can enter numbers, -, =, <, <=, >, >=, and number ranges to specify the time.
   Hold Time	Specify the amount of time that agents held queue calls. You can enter numbers, -, =, <, <=, >, >=, and number ranges to specify the time.
   Source Trunk	Specify the trunk through which incoming calls reached the queue.
   DID/DDI	Specify the DID number that the caller dialed.
   Exclude Calls Abandoned within Xs	Specify the ring duration to exclude short abandoned calls. Calls abandoned within this time frame will NOT be included in the report.
   Exclude Calls within Xs	Specify the talk duration to exclude short answered calls. Calls ended within this time frame will NOT be included in the report.

   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. At the bottom of the page, click Add to My Reports. Enter a name to help you identify the report, and adjust filters or metrics as needed. Click Save.
   Add to Scheduled Reports	Schedule a task to automatically send the report via email. At the bottom of the page, click Add to Scheduled Reports. Complete the follow-up settings according to scheduled task.
   Download the report	Download the report to local PC for offline review and further analysis. 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 Click Download.

Report details

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