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Portal Guide - PBX Statistics

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The PBX Statistics section provides information on calls received on your Hosted PBX system, enabling at-a-glance review of your caller and agent activity.


Search Options

To generate your statistics, you first need to set your filters. Begin by specifying the date range you'd like to see statistics for using the Start Date and End Date fields. If you're targeting a specific call queue, use the Call Queue field to set your target, or if you're targeting a specific DID (phone number), use the DID field to filter only to the specified phone number. To see all queues and DIDs, set these to any.

Once your desired filters are set, click Generate Report.


Agent Call Distribution

The agent call distribution shows the total number of calls taken per agent within your specified filters.

Each agent is displayed on their own row, displaying the following information:

ColumnDescription
Total CallsThe total number of calls an agent received within the specific filters, along with what percentage of the total was answered by this agent
Agent HungupThe total number of calls in which this agent hungup before the caller, along with the percentage of the agent's total calls
Total DurationShows the total amount of time, in minutes, the agent was on calls in the specified window
AVG DurationShows the average length of the agent's calls, in seconds
MinDisplays the agent's shortest call in the specified window
MaxDisplays the agent's longest call in the specified window

The additional row for Abandoned shows any calls that weren't picked up by an agent before the caller hung up.


Queue Breakdown

Each of the call queues available in your filter are shown in their own section, with statistics for that specific queue.

The first table lists your call breakdown by DID - this is the number your caller dialled to reach the queue. Each DID is displayed on its own row, with the following information:

ColumnDescription
TotalReflects the number of calls that were received on this DID, and the percentage of the total queue calls
AnsweredShows the number of calls to the specific DID that were answered (not abandoned) and the percentage of the DID's total calls
VoicemailShows the number of calls that reached a voicemail, rather than being answered by an agent
AbandonedDisplays the number of calls and their percentage of the total where the caller hung up before being answered by an agent or leaving a voicemail
AVG WaitProvides the average wait time before answer of callers dialling in to this queue on the specified DID, in seconds
MinShows the shortest wait time for a caller before being answered by an agent, in seconds
MaxShows the longest wait time for a caller before being answered by an agent, in seconds


The second table lists the queue's call breakdown per agent. Each agent is displayed on their own row, with the following information:

ColumnDescription
Total CallsThe total number of calls an agent received within the specific filters, along with what percentage of the total was answered by this agent
Agent HungupThe total number of calls in which this agent hungup before the caller, along with the percentage of the agent's total calls
Total DurationShows the total amount of time, in minutes, the agent was on calls in the specified window
Average DurationShows the average length of the agent's calls, in seconds
MinDisplays the agent's shortest call in the specified window
MaxDisplays the agent's longest call in the specified window