Agent Call Summary
The Agent Call Summary report is one of the most popular standard reports. This report's main focus is to provide information on how many calls the agents were associated with for the selected time frame.
The report will provide call totals for each agent selected, displaying the agent's performance for the selected time frame.
Because many companies want to see how many calls an agent has missed, this report provides a missed calls column.
Report Column Descriptions
Total Calls
This column shows the total number of inbound calls that contained at least one event associated with the given agent, meaning the agent was involved in the call.
Total Answered Calls
This column shows the number of inbound calls that included at least one talking event with the given agent, meaning that the agent answered the call.
Answered Call Percentage
This column shows the percent of inbound calls that included at least one talking event with the given agent, meaning that the agent answered the call.
Total Call Duration
This column shows the total combined call duration (beginning to end) of all calls associated with the given agent
Total Queue Offer Duration
This column shows the total combined duration of the amount of time when calls were being offered to the given agent from the queue.
Avg Queue Offer Duration
This column shows the average duration of time when calls were being offered to the given agent from the queue.
Total Talking Duration
This column shows the total duration of all talking events associated with the given agent.
Avg Talking Duration
This column shows the average duration of all talking events associated with the given agent.
Max Talking Duration
This column shows the maximum (longest) duration of all talking events associated with the given agent.
Updated 11 months ago