Account Code Summary

When an agent receives/makes a call, they will have the option to add account codes to a call. This is done within the "Codes" tab when logged into the Contact Center Agent Client. Account codes are used to provide valuable information on who the agents are speaking with and for what reasons. For more information on account codes, see this article.

The Account Code Summary report is a Summary report. This means that each account code selected will be displayed on its own line next to the specific statistics for the given report.

This report is a summary of the configured account codes and displays a summary (totals) of the account codes selected at run time.

Report Column Descriptions

Account Code
This column displays the selected account codes that have been chosen to report on.

Call Count
This column displays the total number of calls that were associated with the given account code.

Chat Count
This column displays the total number of external chats that were associated with the given account code.

Total Call Duration
This column displays the total combined duration of all calls associated with the given account code

Total Talking Duration
This column displays the total combined duration of all talking events associated with the given account code

Avg Talking Duration
This column displays the average duration of all talking events associated with the given account code

Total Chat Duration
This column displays the total combined duration of all external chats associated with the given account code

Avg Chat Duration
This column displays the average duration of all external chat associated with the given account code