Agent Performance Report

Agent Performance report provides a quick overview of the performance of individual agents and the associated call queue, as well as granular insights into agent calls. This topic describes how to access the report and explains the key metrics in detail.

Access Agent Performance 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 Performance.
    2. In the Time field, specify the time range that the report will cover.
    3. Filter the desired objects.
      Filter Description
      Queue Select a queue.
      Agent Select one or more agents.
      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.

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

      Note: You can download the report as needed.

      • by Current Fields (Only List): Download the data displayed in the list (with current fields shown in the list).
      • by Current Fields (Include Details): Download the data displayed in the list (with current fields shown in the list) and queue call details.
      • Select Fields: Specify the fields to include in the report, then download either the list data only or the list data with queue call details as needed.

Report details

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

Metrics for queue
Metric Description
Total Calls The total number of calls that the queue received.
Answered The total number of calls that the queue answered.
Missed The total number of calls that the queue missed.
Note: A missed queue call includes, but is not limited to, the following scenarios:
  • A call exits the queue when the number of Maximum Callers is reached.
  • A call exits the queue when the Maximum Waiting Time is reached.
  • A call is assigned to another queue or extension by queue manager.
  • A caller presses a key to exit the queue and be routed to another destination.
Abandoned The total number of calls that the callers abandoned.
AVG Waiting Time (Answered Calls)

The average amount of time that the answered calls had been waiting in the queue before being answered by agents.
AVG Waiting Time (All Calls)

The average amount of time that all inbound calls had been waiting in the queue, regardless of whether they were answered or not.
Max Waiting Time The longest time a caller waited in the queue.
Average Talking Time

The average amount of time that agents spent talking to callers.
Missed Rate The percentage of missed calls in relation to the total received calls.
Metrics for agents
Metric Description
Total Rings The total number of calls that the agent received.
Answered The total number of calls that the agent answered.
Missed The total number of calls that the agent missed.
Note: If a call is distributed to an agent multiple times, the number of missed calls will be cumulated instead of counting only one missed call.
Average Waiting Time

The average amount of time that the answered calls had been waiting in the queue before being answered by the agent.
Max Waiting Time The longest waiting time of the answered calls.
Average Talking Time The average amount of time that the agent spent talking to callers.
Total Talking Time The total amount of time that the agent spent talking to callers.
Missed Rate The percentage of missed calls in relation to the total received calls.
Metrics for agent call logs
Metric Description
ID A unique ID for the call.
Time When the call was received.
Call From The number and the name of the caller.
Status Call status for the agent.
  • Answered
  • Missed
Ring Duration
  • For answered calls, this indicates the time between the call started and the call answered.
  • For missed or abandoned calls, this indicates the time between the call started and the call disconnected.
Talk Duration The time between the call answered and the call ended.
Polling Attempts The number of polling attempts to call the agent.