Managing Performance Reports

Last Updated : Apr 01, 2026 |

About this task

This procedure outlines the steps to manage the performance reports. The performance report contains information about resource utilization for the specified period. This report provides an overview of the queue details, call types, call lengths, meeting details, trends, and KPIs.

Procedure

  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Reports > Analytics > Performance Reports.
  3. In the Queues tab, you can customize the following sections to filter the report according to Queues, Call Type, Call Length, and Site Calls:

    • KPIs section: Customizes the metrics to present in the Trend section through tabs.

    • Trend section: Displays a graphical presentation of the selected data from the KPIs section. This section displays hourly data.

    • Queues group Name section: Displays a report with the data of group names, extension, number of inbound, answered, abandoned calls, the average handle time, the number of holds, and the refused calls.

  4. In the Users tab, customize the following sections to filter the report according to Users / User Groups / Departments / IVRs, Call Type, Queue calls, Call Length, and Site Calls:

    • KPIs section: Customizes the metrics to present on the Trend section through tabs.

    • Trend section: Displays a graphical presentation of the selected data from the KPIs section. This section displays hourly data.

    • Name section: Displays a report with data on group names, extensions, inbound, answered, abandoned, average handle time, holds, and refused calls.

  5. In the Calls tab, customize the following sections to filter the report according to Users / User Groups / Departments / IVRs / Queues, Call Type, Queue calls, Call Length, and Site Calls:

    • Number of the caller

    • Called numbers

    • Result of the call

    • Length of the call

    • Handle time

    • Start time of the call

    • Number of queues the call went through

    • Direction of the call

  6. In the Meetings tab, customize the following sections to filter the report according to Users / User Groups / Departments:

    • Topic / Meeting ID

    • Participants

    • Endpoints

    • Host

    • Length of the call

    • Start time of the call

    • End time of the call

    • Activities

  7. Click Save icon at the top-right corner of the page and assign a name to save the report.