In call center management, overall operational success equals the sum of individual performances. The Agent Call Performance Summary Report is a fundamental scorecard that presents an agent's phone traffic activity within a specific date range using numerical data. It summarizes the agent's success, speed, and accessibility in both inbound and outbound calls in a single line.
Menu path: Reporting > Call > Agent > Agent Call Performance Summary Report
Purpose and features
The primary purpose of this report is to analyze the efficiency and workload of agents using measurable metrics. It answers questions such as: "How many calls did the agent handle during the day, how quickly did they answer, and who terminated the calls?"
Key features
Integrated view: Covers not only the agent's inbound calls but also their outbound calls, showing the total effort.
Speed and duration analysis: Analyzes the average duration the agent spends talking (efficiency).
Quality control (local hangup): By tracking whether the call was terminated by the customer or the agent, it allows you to detect unwanted situations such as "hanging up on the customer".
Benefits
The main benefits the Agent Call Performance Summary Report provides to team leaders and managers are:
Individual KPI tracking: Clearly displays whether agents are meeting their targets.
Training needs analysis: Agents with very high or very low average talk times can be identified to plan training on call scripts or product knowledge.
Workload balance: Work distribution within the team can be monitored; you can check whether some agents are working very intensively while others remain at low call counts.
Report filters
Use the following filters to focus on a specific person or date range in the report:
Agent: Selects the specific agent whose performance will be examined.
Date: Selects the time range from which performance data will be pulled.
Usage
Navigate to Reporting > Call > Agent > Agent Call Performance Summary Report.
Filter by Agent and select the Date range.
Click Apply to view the report.
The report output looks like this:
