> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/report/phone/zhuan-yuan-tong-hua-xiao-lv.md).

# Agent call efficiency

View agents' call volume, call duration, ACD answer status, and phone status time within a specified date range, and supports daily/hourly statistics and custom total working hours.

## Overview

"Agent Call Efficiency" is used to review the call performance of phone agents within a specified date range, including outbound calls, extension-to-extension calls, ACD inbound call answering, call duration, and the accumulated time the agent spent in Ready, Busy, After Call Work, and Not Ready states.

This report is based on agent data in the phone system and is suitable for comparing call volume, work time distribution, and ACD service status across different agents.

{% hint style="info" %}
"Agent Call Efficiency" statistics are based on phone agent and phone status data. If you want to trace the assignment, answering, missed call, or reassignment process of a specific call step by step, please use "Call Records" instead.
{% endhint %}

***

## Filters and Display Options

After entering "Reports > Phone > Agent Call Efficiency", you can adjust the following settings as needed.

### Date

You can set the start and end dates of the report. The report supports two statistical modes: "Daily Report" and hourly data:

* **Daily Report**: Displayed as aggregated daily data, with a date range of up to 31 days.
* **Hourly Data**: When "Daily Report" is turned off, data is displayed by hour, with a date range of up to 2 days. When switching to hourly data, the system first adjusts the end date to be the same as the start date.

{% hint style="info" %}
Daily data will be aggregated the following day `00:00:00` , so for data that has not yet been fully aggregated for the current day, it is recommended to view it using hourly data.
{% endhint %}

### Phone Agent

You can filter call data for specific agents by phone agent (Agent), making it easy to compare the call efficiency of individual agents.

### Seconds Display

Time-related fields can be switched between display formats:

* **Formatted Seconds**: Displayed in `hh:mm:ss` , for example `01:05:30`.
* **Raw Seconds**: Display accumulated seconds directly.

This setting only affects the display format on the screen and does not change the original statistical values.

### Total Working Time

"Total Working Time" can be defined according to the enterprise's management approach by choosing which phone status durations to include.

The selectable items include:

* Total Ready Time
* Total After Call Work Time
* Total Busy Time
* Not Ready Time
* Total Away Time

By default, the system includes **Total Ready Time + Total After Call Work Time + Total Busy Time** in "Total Working Time." You can add or remove items according to the enterprise's definition of working time.

***

## Basic Fields

| Field                   | Description                                                                                                                              |
| ----------------------- | ---------------------------------------------------------------------------------------------------------------------------------------- |
| **Agent**               | The agent identification data in the phone system, used as the main subject for call statistics.                                         |
| **Corresponding Agent** | Displays the FIRST LINE agent name corresponding to this phone agent; if there are multiple matches, they are shown separated by commas. |
| **Date**                | The date or hourly range to which this statistical record belongs; the actual granularity depends on the "Daily Report" setting.         |

***

## General Call Statistics

| Field                                          | Description                                                                            |
| ---------------------------------------------- | -------------------------------------------------------------------------------------- |
| **Outbound Call Count**                        | The number of calls initiated by the agent.                                            |
| **Total Outbound Call Duration**               | The total actual call duration after outbound calls are successfully connected.        |
| **Extension-to-Extension Call Count**          | The number of calls between the agent and other extensions.                            |
| **Total Extension-to-Extension Call Duration** | The total call duration after extension-to-extension calls are successfully connected. |

***

## ACD Statistics

| Field                      | Description                                                                           |
| -------------------------- | ------------------------------------------------------------------------------------- |
| **Answered Call Count**    | The number of calls actually answered by the agent after being assigned by ACD.       |
| **Customer Abandon Count** | The number of calls abandoned by customers while waiting in the ACD process.          |
| **ACD Call Duration**      | The total actual call duration after being assigned by ACD and successfully answered. |

{% hint style="info" %}
ACD is short for Automatic Call Distribution. When a customer dials into the company's dedicated line, the system distributes the call to the appropriate agent according to call settings.

"ACD Call Duration" only counts calls answered through the ACD process and does not include calls initiated by the agent or extension-to-extension calls.
{% endhint %}

***

## Phone Status Time

The phone system accumulates the time an agent spends in different phone statuses to help managers understand the distribution of working time.

| Field                          | Description                                                                                                            |
| ------------------------------ | ---------------------------------------------------------------------------------------------------------------------- |
| **Total Busy Time**            | The accumulated time the agent's phone status is "Busy," including call time and some ringing/dialing waiting periods. |
| **Total Ready Time**           | The accumulated time the agent's phone status is "Ready" and can receive call assignments.                             |
| **Total After Call Work Time** | The accumulated time the agent spends in After Call Work (ACW) status after a call ends.                               |
| **Not Ready Time**             | The accumulated time the agent spends in Not Ready status.                                                             |

### Custom Not Ready (AUX) Status

The report will also show the time for AUX Not Ready statuses configured by the enterprise. The system can map up to 10 AUX status fields,**and the actual field names will be displayed according to the phone status names currently configured by the enterprise**, such as break, meal, training, or paperwork.

Therefore, the AUX field names seen by different enterprises may differ and are not fixed to the same Not Ready reasons.

{% hint style="info" %}
If the enterprise changes the AUX status names, the report will display the corresponding field names according to the current status settings.
{% endhint %}

***

## ACD Abandon Time

In addition to the number of abandoned customer calls, you can also view the distribution of waiting time before abandonment.

| Field                        | Description                                                            |
| ---------------------------- | ---------------------------------------------------------------------- |
| **Total ACD Abandon Time**   | The total time all customers waited in ACD before abandoning the call. |
| **Average ACD Abandon Time** | The average time customers waited in ACD before abandoning the call.   |
| **Longest ACD Abandon Time** | The longest time a customer waited in ACD before abandoning the call.  |

These fields help managers observe how long customers typically wait before choosing to abandon, and combined with "Customer Abandon Count" can be used to judge call pressure during a specific date or time period.

***

## How to Interpret Total Working Time

"Total Working Time" is not a fixed formula, but is calculated in real time based on the status fields selected on the screen.

For example, when using the system's default settings:

**Total Working Time = Total Ready Time + Total After Call Work Time + Total Busy Time**

If the enterprise wants to treat "Not Ready Time" or "Total Away Time" as part of working time as well, the corresponding items can be checked in the "Total Working Time" settings, and the report will recalculate the total based on the new combination.

{% hint style="warning" %}
Different enterprises may define "working time" differently. Before comparing the total working time of different agents or periods, it is recommended to confirm that the calculation items currently selected in the report are the same, so as to avoid misjudgment caused by different calculation bases.
{% endhint %}

***

## Common Analysis Methods

### Compare Agents' Call Volume

You can combine "Outbound Call Count," "Answered Call Count," and "Extension-to-Extension Call Count" to understand what types of phone tasks different agents mainly handle.

### View Work Time Distribution

By comparing "Total Ready Time," "Total Busy Time," "Total After Call Work Time," and each AUX Not Ready status, you can understand how an agent's phone working time is distributed throughout the day.

### Observe Customer Abandonment

If "Customer Abandon Count" increases, you can combine it with "Average ACD Abandon Time" and "Longest ACD Abandon Time" to see how long customers waited before abandoning, and then interpret it together with the agents' Ready and Busy status during the same period.

### View Differences Between Daily or Peak Periods

Using the "Daily Report" is suitable for comparing trends across multiple days; if you want to identify peak periods on a specific day, you can switch to hourly data to further compare call volume and agent status across different time periods.