Agent call efficiency
View agents' call volume, talk time, ACD answer status, and phone status time within a specified date range, with support for 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.
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.
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 example01:05:30.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
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
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
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.
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.
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.
ACD Abandon Time
In addition to the number of abandoned customer calls, you can also view the distribution of waiting time before abandonment.
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.
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.
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.
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