> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ringingo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to Generate the Agent Performance Report

> Run the User Performance report in Ringingo to review agent talk time, average handle time, calls handled, wrap-up, and utilization.

The Agent Performance Report (APR), labelled **User Performance** in the platform, provides a comprehensive overview of each agent's productivity, call statistics, and KPIs.

<Steps>
  <Step title="Open Reports">
    Open the side navigation menu and click **Reports**.
  </Step>

  <Step title="Click User Performance">
    On the Reports landing page, scroll down and click the **User Performance** tile.
  </Step>

  <Step title="Apply filters">
    | Filter     | Description                                                               |
    | ---------- | ------------------------------------------------------------------------- |
    | Start Date | Click the calendar icon and select the beginning of the reporting period. |
    | End Date   | Select the last date of the period (defaults to end of current day).      |
    | User       | Leave blank for all agents, or select a specific user.                    |
  </Step>

  <Step title="Generate results">
    Click **Search** to generate and display the results table.
  </Step>
</Steps>

## Key APR Metrics

| Column          | Description                                               |
| --------------- | --------------------------------------------------------- |
| Agent Name      | Full name of the agent as registered in the system.       |
| Total Talk Time | Cumulative time spent actively speaking with contacts.    |
| AHT             | Average Handle Time per call from answer to wrap-up.      |
| Calls Handled   | Total number of calls answered or made during the period. |
| ACW / Wrap-Up   | Time spent completing post-call tasks after each call.    |
| Utilisation %   | Percentage of logged-in time spent on active calls.       |

<Note>
  Click the export icon (top-right) to download the report as Excel or CSV.
</Note>