Agent Call Volume

Report Column Descriptions

Time Interval Row
This column displays the selected time interval. This row changes depending on the row (time interval) selected at run time.

Total Calls
This column displays the total number of calls (inbound and callback) that involved the given agent(s) in any way.

Inbound Calls
This column displays 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.

Callback Calls
This column displays the total number of scheduled callback calls that contained at least one event associated with the given agent, meaning the agent was involved in the call.

Total Talking Duration
This value shows the total duration of all talking events associated with the given agent.

Inbound Talking Duration
This value shows the total duration of all talking events for inbound calls associated with the given agent.

Callback Talking Duration
This value shows the total duration of all talking events for callback calls associated with the given agent.

Avg Talking Duration
This value shows the average duration of all talking events associated with the given agent.

Max Talking Duration
This value shows the maximum (longest) talking duration of all talking events associated with the given agent.