Review one agent's queue activity
How many queue calls reached an agent, how long were they on the phone, and where did the rest of the day go? Find Agent Performance under Call Center > Reports > Enhanced Reports when it’s enabled for your team.
One agent, one window
Select an agent from the current call-center roster, choose From and To, and check the visible timezone. The report shows calls received, answered, missed, rejected / other, and queue logged-on time. Answered calls are split into handled and assisted, with the native average talk time for handled calls shown separately.
Received counts queue dispatch attempts. A call tried more than once can count more than once. Direct calls outside queues are excluded.
Time on a call
Next to logged-on time, see inbound time (queue calls included), outbound time and the total, from the same native totals as Agent Stats. It’s talk plus hold time. Calls between extensions and conference calls aren’t included. Call time overlaps time in status, so don’t add the two together.
Time in status
See cumulative time in Available and Unavailable, with Unavailable broken down into Offline, Lunch, Break, Meeting, Web, Other and your domain’s custom statuses. Offline is time the agent was logged in but set unavailable without picking a reason. The rows under Unavailable add up to it, and Available plus Unavailable equals logged-on time. Custom labels use the domain’s current names.
See the day
The status timeline draws one bar per day in the colors Agent Availability uses, with the agent’s answered calls marked underneath. Hover over a period to see its status, start, end and length. The timeline covers windows up to 31 days and is checked against the native status totals before it’s shown. If the two don’t agree, the report says so and the rest of it still appears.
Read the reason
Unsuccessful dispatch reasons keep their original text and a count for each reason. “No Answer” counts as missed; other reasons stay under rejected / other. That category alone cannot establish an agent’s intent. Individual failed attempts are omitted from both the screen and Print.
Use the report to review an agent’s shift, see when they were offline and for how long, check call time against time on the clock, or print the same window for a review. Print / Save as PDF keeps the identity, dates, timezone, call and status times, the timeline and metric definitions together.
The roster reflects current membership. If native sources fail or conflict, the report shows an error instead of filling in zeros.
Want it enabled for your team? Call or text us at 602·445·7777.
