Home Step Guides How to Sort Call Reports by Call Duration or Answer Time to Identify Longest Calls or Slowest Response

How to Sort Call Reports by Call Duration or Answer Time to Identify Longest Calls or Slowest Response

Last updated on Jul 29, 2025

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:

  1. Go to the Call Reports section in the Evo Voice console.

  2. Select the date range and filters as needed (e.g., by user/agent, department, call type).

  3. 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.