Agent Call Volume
The Agent Call Volume report is a Time Interval reports. Time Interval reports give you summary totals based upon a selected time interval (i.e., hours or day, days of week, months of year, etc.).
The Agent Call Volume report displays the selected agent's activity statistics broken down by the desired time interval. The report will then display the statistics individually in sub report fashion. This means that each agent will be represented individually by a mini report within the report.
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.
Updated about 1 year ago