Agent Activity Analysis Report

Agent Activity Analysis report provides granular insights into agent activity in queue call handing. This topic describes how to access the report and explains the key metrics in detail.

Access Agent Activity Analysis report

  1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
  2. Access Agent Activity Analysis 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 Range & Select Date

    Specify a time range that the report will cover.

    Note: If both Time Range & Select Date and Time are used as filters, the overlapping time period applies.
    Time

    Specify a time range that the report will cover.

    Note: If both Time Range & Select Date and Time are used as filters, the overlapping time period applies.
    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.
    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 dimensions, 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
Agent Agent number and name.
Queue Queue number and name.
Month/Date/Hour

The time period during which the agent handled queue calls.
Total Calls The total number of queue calls that the agent received.
Answered The number of queue calls that the agent answered.
No Answer Calls The number of queue calls that the agent didn't answer.
Busy The number of queue calls that the agent rejected.
Abandoned The number of queue calls abandoned before being answered.
Missed

The number of queue calls that the agent rejected or didn't answer.
Answered Rate The percentage of answered calls in relation to the total received calls.
No Answer Rate The percentage of unanswered calls in relation to the total received calls.
Busy Rejection Rate The percentage of rejected calls in relation to the total received calls.
Abandon Rate The percentage of abandoned calls in relation to the total received calls.
Missed Rejection Rate The percentage of missed calls in relation to the total received calls.
Total Rings

The total number of times that queue calls rang the agent.
Unanswered Rings

The number of times that queue calls rang the agent without being answered.
Unanswered Ring Rate The percentage of unanswered rings in relation to the total rings.
Total Wait Time The total waiting time of answered queue calls before being connected to an agent.
Max Wait Time The maximum waiting time of answered queue calls before being connected to an agent.
AVG Wait Time The average waiting time of answered queue calls before being connected to an agent.
Total Talk Time The total amount of time that the agent spent talking to callers, including hold time.
Max Talk Time The maximum amount of time that the agent spent talking to callers, including hold time.
AVG Talk Time The average amount of time that the agent spent talking to callers, including hold time.
Total Pure Talk Time The total amount of time that the agent spent talking to callers, excluding hold time.
Max Pure Talk Time The maximum amount of time that the agent spent talking to callers, excluding hold time.
AVG Pure Talk Time The average amount of time that the agent spent talking to callers, excluding hold time.
Total Hold Time The total amount of time that the agent held queue calls.
Max Hold Time The maximum amount of time that the agent held queue calls.
AVG Hold Time The average amount of time that the agent held queue calls.
Total Handle Time The total amount of time that the agent spent handling queue calls, from ringing to call end.
Max Handle Time The maximum amount of time that the agent spent handling queue calls, from ringing to call end.
AVG Handle Time The average amount of time that the agent spent handling queue calls, from ringing to call end.