Agent Call Summary Report

Agent Call Summary report provides a quick overview of the internal calls and inbound calls received by queue agents, as well as the outbound calls that were made by queue agents. This topic describes how to access the report and explains the key metrics in detail.

Access Agent Call Summary report

  1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
  2. Click Call Reports(New) tab.

    Note: To enhance system performance, Yeastar has upgraded the CDR module in version 83.21.0.117 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 Call Reports(New) 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 83.21.0.117 or later. To access historical data, click Call Reports(Legacy) tab to proceed.

  3. Set filter criteria for the call report.

    1. In the Report Type drop-down list, select Agent Call Summary.
    2. In the Time field, specify the time range that the report will cover.
    3. Filter data by queue or agent.

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

      Note: You can download the report as needed.

      • Download: Download the data with current fields shown in the list.
      • Select Fields: Specify the fields to include in the report, then download the report.

Report details

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

Metric Description
Queue Calls Answered The number of incoming queue calls answered by an agent.
Queue Calls Talk Duration The amount of time an agent spent in incoming calls.
Outbound Calls The number of outgoing calls placed by an agent.
Outbound Calls Answered The number of outgoing calls placed by an agent that were answered.
Outbound Calls Talk Duration The amount of time an agent spent in outgoing calls.
Total calls

The number of incoming queue calls answered and the number of outgoing calls placed by an agent.
Total Talk Duration

The total amount of time that the agent spent in incoming calls and outgoing calls
AVG Serve Time (Answered Calls)

The average amount of time that agents spent in serving customers, calculated based on answered calls.
AVG Talk Duration (Answered Calls)

The average amount of time that agents spent in incoming and outgoing calls that were answered.
AVG Hold Time (Answered Calls) The average amount of time that agents held calls in the answered queue calls.
AVG Waiting Time (Answered Calls) The average waiting time before a queue call is answered.