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.
Additional data in call activity reports
MR125Feature added in MR125
Admins can access more detailed call activity reports from the custom portals (third-party or developed in-house). Call activity reports can provide the total number of calls over a selected period, along with time spent on after-call work (wrap-up time), on hold, and waiting in the call queue.
This feature is available in the PortaBilling API. To support the new functionality, update your portals to use the “total_calls”, “wrapup_duration”, and “suspended_duration” API parameters. The CloudPBX Self-Care Portal will include this data in future versions.
Admins and supervisors can filter the data in these reports by average metrics, such as average handle time, or by extremes, such as the longest and shortest calls. This helps track agent productivity and assess service quality by highlighting unusually short or long talk times. For example, a low number of outgoing calls may suggest limited customer follow-up, while a long wrap-up time can indicate inefficiency in post-call work.
PBX admins can analyze call data to understand the agents’ effectiveness.
Lisa is a call center supervisor. To evaluate her team’s efficiency, she checks the weekly call activity report in the call center portal. The report includes the total number of incoming and outgoing calls and the average wrap-up time for each agent. Lisa notices that one of her agents, John, spends more time than others finishing post-call tasks. After reviewing several of his call recordings, she realizes that John takes extra time to complete call notes. Using this information, Lisa coaches him on how to streamline his wrap-up process and improve productivity.
