The Agent Call Performance Report provides a detailed measurement of agents' performance throughout the call process. The report includes agents' call metrics, status durations, login-logout data, and other key performance indicators.

Menu path: Reporting > Call > Agent > Agent Call Performance Report

Purpose and features

Key features:

Provides time-based and behavioral data on agents' call performance.
Tracks and reports performance metrics such as call duration, hold time, and status distribution.
Includes login and logout activity for monitoring shift adherence and attendance.
Delivers in-depth performance analysis for operations managers.

Benefits

The Agent Call Performance Report helps improve efficiency and quality in call center management:

Individual performance monitoring: Agent-level call performance can be analyzed in detail.
Operational transparency: Shift adherence can be tracked through login-logout data, ensuring consistent monitoring.
Process improvement: Status durations and post-call metrics can be evaluated to optimize workflows.

Usage

Steps to generate the report:

Go to Reporting > Call > Agent > Agent Call Performance Report.

Select the desired filters:
- Agent
- Teams
- Start-Finish Date
- Start-Finish Time
- Time Unit
- Cumulative

You can apply the Cumulative filter from the section shown in the image.

Click Apply to generate the report.

To clear the selected filters, click the Clear icon.

Export the generated report using the Download option.