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. Access Agent Performance 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 Performance.
  3. Set filter criteria for the call report.

    1. In the Time field, specify the time range that the report will cover.
    2. Filter the desired objects.
      Filter Description
      Queue Select one or more queues.
      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.

  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
      • Include Details: Whether to download the list data only, or include detailed records.
        If you choose to include detailed records, specify how the details will be downloaded.
        • Download data as multiple files/sheets
        • Details are displayed as indented, offset rows within the same list
    2. Click Download.

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 number of calls that the queue answered.
Missed The 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.
  • The caller presses a key to exit the queue and be routed to another destination.
Abandoned The number of calls that callers abandoned.
AVG Wait Time (Answered Calls)

The average amount of time that the answered calls waited in the queue before being answered by agents.
AVG Wait Time (All Calls)

The average amount of time that all inbound calls waited in the queue, whether they were answered or not.
Max Wait Time The longest time a caller waited in the queue.
AVG Talk Time

The average amount of time that agents spent talking to callers.
Missed Rejection Rate The percentage of missed calls in relation to the total received calls.
Metrics for agents
Metric Description
Total Rings

The total number of times that inbound queue calls rang the agent, excluding calls that were abandoned by callers before being answered.
Answered The number of calls that the agent answered.
Missed The number of calls that the agent missed, excluding calls that were abandoned by callers before being answered.
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.
AVG Wait Time

The average amount of time that the answered calls waited in the queue before being answered by the agent.
Max Wait Time The longest waiting time of the answered calls.
AVG Talk Time The average amount of time that the agent spent talking to callers.
Total Talk Time The total amount of time that the agent spent talking to callers.
Missed Rejection 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.