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. Access Agent Call Summary report.
    1. Click Default Reports 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 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 83.21.0.117 or later. To access historical data, click Call Reports(Legacy) tab to proceed.

    2. In the Call Center Reports pane, click Agent Call Summary.
  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 or agent.

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

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

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

The average amount of time that agents spent in serving customers, calculated based on answered calls.
AVG Talk Time (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 Wait Time (Answered Calls) The average waiting time before a queue call was answered.