The Agents Performance report allows a shift manager to understand user performance in a selected timeframe.

The report collects data on agents’ performance from all across the system and presents it in one place, providing the most detailed insight into the agent’s work. It demonstrates total and average figures on the duration of the agent’s calls, the number of calls made, the number of leads processed, and the time the agent was logged in to the Cloud PBX.

It also offers the possibility to view the results for one agent or multiple agents selected based on the desks they belong to.

Creating Reports

To run the report:

1. On the Cloud PBX home page, click Reports and select Agents Performance.

   

2. Set the necessary parameters under Search Params to filter the report output.

   

• In the Period field, specify the date and time range for the report. On the Dates tab, select the starting and ending date and time. Alternatively, on the Bookmarks tab, select one of the specified ranges from the dropdown list.
  Filling out this field is mandatory.
• In the Users field, select one or more agents. If you don’t specify any agent, the report will extract data for all users.
• In the User Desks field, select a group of users to show in the report output (optional).

3. Click Submit to see the results on the screen. If you need it as a file, click Export CSV or Export Excel to add a file creation task. Upon completion, you will be able to download the report from Reports>Task Logs.

4. Optionally, under Columns, click the names of the columns you want to exclude from the report output. The relevant checkboxes will be cleared. Then click Submit again to re-generate the report.

The table below gives explanations of the report fields.

Saving Report Templates

You can save the report view, including the filters and visible columns, as a template for future use.

To save the template, after setting filters and visible columns as needed, do the following:

1. Scroll up to Templates located in the top section of the page.
2. Enter the name of the new template.
3. If you want the template to be available for other users, select the Public check box.
4. Click Create.

To use a saved template, click Select Template, choose the necessary template, and click Apply.

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TIP

If the report you plan to save as a template has a specific timeframe, save it without one so you can add a new timeframe each time. Alternatively, include a bookmark for the preferred period if needed.