Agent Call Summary by Skill

The Agent Summary by Skill report is separated into sections based on the Skills you select. Once the skills have been selected, each skill section lists the selected skill agents, with columns showing the agent's specific statistics. All of this information is filtered by both Agent and skills. The report is separated by skills. To see each skill's information in full detail, click "open," which is located at the end of each skill's column.

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Report Column Descriptions

Presented Calls
This column shows the total number of inbound calls for the selected skill in which the given agent was involved in at least one ringing event, meaning the agent had a chance to participate in the call.

Note: This does not necessarily indicate that the agent answered the call.

Answered Calls
This column shows the number of inbound calls that included at least one talking event with the given agent, meaning that agent answered the call.

Missed Calls
This column shows the total number of calls where the given agent was involved in at least one ringing event, but no talking events, meaning they missed the call.

Note:

A single call that rang multiple different times for the same agent but was only answered once will count as an answered call, not a missed call.
Calls that were answered by a second agent after being missed by the first agent will still count as missed for the first agent, even though the call itself was eventually answered.
In order for an agent to miss or answer a call, the call must first be presented to the agent. An inbound call that goes directly to an agent's voicemail will not count as presented or missed because it never rang at the agent's phone.

Total Talking Duration
This column shows the total duration of all talking events associated with the given agent for the selected skill(s).

Avg Talking Duration
This column shows the average duration of all talking events associated with the given agent for the selected skill(s).

Total Skill Login Duration
This column shows the total block of time the given agent spent logged in to the specified skill(s).

Updated about 1 year ago