Agent Statistics
Agent Statistics shows how each extension handled its calls: what rang, what was answered, how long calls took and the outside calls each person made.
Open Agent Statistics
Navigate: Reporting > Agent Statistics
Step 1: Sign in to the Hosted PBX portal.
Step 2: Select Reporting then Agent Statistics.
Step 3: Select 7 days or 30 days. For a custom date range, select Filters, choose the From and To dates then select Apply filters.
The report shows figures for your selected dates. See Report filters for help choosing a date range.
Under Filters you can also choose:
- Call type: All, Inbound, Outbound or Internal (calls between extensions). Inbound, Outbound and Internal add up to All.
- Queue: only calls that came through that queue. Outbound figures are hidden while a queue is selected, because a queue doesn't make outbound calls.
- Agent: one or more extensions. Leave it empty to see every extension. Extension logins don't see this option.
Headline figures
4 of 4 rows
| Calls answered | Calls your extensions picked up. |
| Rang but not answered | Calls that rang an extension but were not picked up there. |
| Outbound calls | Calls your extensions made, with how many connected. |
| Total talk time | Time spent on calls. |
Agent performance
Each row shows one extension:
7 of 7 rows
| Rang / Answered / Answer rate | How many calls rang the extension and how many it picked up, not counting its own outbound calls. |
| From queues | How many of its answered calls came through a queue. |
| Avg ring | How long calls rang before the extension picked up. |
| Avg talk | The average length of its answered calls. |
| Outbound | Calls the extension made, with the number that connected in brackets. |
| Talk time | Total time on calls. |
| Calls | Opens Call Details filtered to that extension. |
The Answer rate is green at 80% or more, amber at 60-79% and red at under 60%. In a queue that rings everyone at once, a lower rate can be normal.
Good to know
- An extension login sees only its own figures.
- Ring times cover calls since your phone system was upgraded.