Use Agent Performance when you need to compare recorded calling activity for a team or investigate one agent’s results. The report combines call statistics with available presence information. Those describe different things: time shown as online is not time spent talking to customers.
Before you begin
Sign in with access to your team’s reports. Decide which period you want to review and check your account timezone. To investigate a particular conversation, keep its approximate time and public call reference ready. You do not need to change the agent’s permissions or calling settings to read the report.
1. Choose the period and agent
- Open Agent Performance under Analytics → Performance.
- In Report filters, choose the Date range that includes the activity.
- Leave Agent on All agents for a team view, or select one person. A Former agent label identifies historical team membership; it does not mean that person currently has access.
- Select Apply and check the period shown above the results.
- Use Clear to return to the report’s default filters when you want to start again.
2. Read the call statistics together
The summary shows total calls, answer rate, talk time and total spend for the selected scope. In Agent breakdown, compare calls, answered results, answer rate and talk time. The row also provides inbound/outbound counts, failed results and average talk time where available.
- Answer rate expresses answered calls as a percentage of the report’s total attempts. Recorded policy denials can contribute to failed attempts; an unanswered result does not always mean a customer’s phone rang.
- Talk time is recorded conversation duration. Average talk time uses answered calls as its denominator.
- Spend is the calling cost reported in this view. It is not a complete account statement covering every payment, number rental or other service.
For example, 20 answered calls out of 25 reported attempts gives an 80% answer rate. If those answered calls total 60 minutes, average talk time is three minutes. These are illustrative calculations, not targets for your team or evidence of good audio quality.
3. Separate presence from call results
Read the Presence and Last Seen information in its own context. Online, active and idle time describe recorded Portal presence, not a certified attendance record or uninterrupted productive work. A browser can be open without a connected call, and a person can use a SIP device independently of what you see in a Portal session.
If presence is unavailable and the report shows a dash, do not interpret it as zero. Likewise, historical calls under a former agent do not mean that the agent is currently online. Use Realtime Operations for current calling activity.
4. Open the matching call history
- Find the agent in the breakdown; use Search agents to narrow the displayed rows.
- Use the row’s call-history action. The link carries the agent and reporting period into Call Reports.
- Confirm those filters, then open the relevant call and read its result.
- When comparing another report, use the same dates, timezone and agent scope.
Searching the displayed table is different from applying the report’s Agent filter. Apply the filter when you want the summary itself to represent one person.
If the result looks wrong
Clear unexpected filters, check the period and allow a recently ended call to reach history. Compare one known call before drawing conclusions from a total. A missing agent, missing presence data and a failed call are different issues. For Support, provide the report period, timezone, affected agent reference, visible error and one relevant public call reference. Avoid exporting the whole team’s private activity unnecessarily.
Related guides
Reviewed 10 October 2026 against the current IllyVoIP Portal and implementation. Available controls depend on account permissions and service state.