By default, Evo Voice’s standard reports may not offer direct sorting or filtering within the UI for metrics like call duration or answer time. However, you can still achieve this analysis using a few easy steps outside the platform.
✅ 1. Export the Report to Excel or CSV Format
To enable sorting and deeper analysis:
-
Go to the Call Reports section in the Evo Voice console.
-
Select the date range and filters as needed (e.g., by user/agent, department, call type).
-
Click Export and download the file in CSV or Excel format.
The exported file will typically include:
Agent or user name
Call start time
Ring time or time to answer
Call duration
Call type (inbound/outbound)
Call result (answered, missed, forwarded, etc.)
✅ 2. Sort the Data in Excel or Google Sheets
Once exported, use spreadsheet tools to sort the data:
-
To find agents who take the longest on calls:
- Sort the “Call Duration” column from largest to smallest.
-
To find agents with the slowest answer times:
- Sort the “Time to Answer” or “Ring Time” column from largest to smallest (if available).
If ring/answer time is not a visible column, you may need to request a custom report or check if timestamp differences can be calculated manually (Call Start vs. Answer Time).
🛠 3. Optional: Request a Custom Report
If your team needs this type of analysis regularly, Evo Support can:
-
Set up a custom report that includes sortable fields such as:
-
Total call duration per agent
-
Average answer time per call
-
Missed vs. answered ratio
-
-
Enable recurring exports or a live dashboard integration (e.g., Power BI or Google Data Studio) if needed.
⚠️ Notes & Limitations
-
Sorting is not available in the in-platform table view for most reports — export is currently the best method.
-
Answer time data may not appear unless your phone system tracks ring duration separately. If unavailable, ask Evo Support if that metric can be added to your reports.
✅ Summary
To identify which agents spend the longest on calls or respond the slowest:
-
Export the call report to CSV/Excel
-
Sort by Call Duration or Ring Time in your spreadsheet tool
-
Request a custom report if these fields are missing or if you want automation
If you need help modifying the report template or building a filtered dashboard, reach out to Evo Support.