Call center admins and supervisors (managers) can now view activity reports of their agents. These reports help track agent productivity and assess support quality by highlighting unusually low or high talk time. For example, low talk time may suggest that an agent is rushing through calls, while high talk time may indicate difficulty in handling the calls.
The newly introduced call activity reports show total talk time over a selected period and can be filtered by hunt group, agent, and call type (incoming or outgoing). Additional metrics such as average handle time, hold time, and waiting time in the queue will be added soon.
If you want your custom portal to display call activity reports, you can use the new Customer/get_call_activity_metrics method of the PortaBilling API. The new feature will be available in the CloudPBX Self-Care Portal (accessible via the Add-on Mart) in future releases.
Call center and PBX admins can measure agent performance.
To allow viewing call reports, admins should open the PortaBilling web interface and enable the Advanced hunt group call tracking feature (Customer > Services > Voice calls).
By default, the call reports can be generated during the two-month period after handling the call. To increase this period, go to the Configuration web server interface and set a new period for the Metrics.CallActivityMetricsKeepMonth option.
