HomeGuidesChangelog
Guides
  1. Reports
  2. Standard Reports

Agent Call Summary

Call totals and durations for each selected agent over the selected time frame.

The Agent Call Summary report shows call totals and durations for each selected agent over the selected time frame, including how many calls were answered and how long agents spent talking and waiting to be offered a call from queue. It is an Agent row type Summary-style report.

Report Columns

ColumnDefinition
Total CallsThe total number of inbound calls that included at least one event associated with the agent.
Total Answered CallsThe number of inbound calls that included at least one Talking event with the agent.
Answered Call PercentageThe percent of inbound calls that included at least one Talking event with the agent.
Total Call DurationThe total combined duration, from beginning to end, of all calls associated with the agent.
Total Queue Offer DurationThe total combined duration of time calls spent being offered to the agent from the queue.
Avg Queue Offer DurationThe average duration of time calls spent being offered to the agent from the queue.
Total Talking DurationThe total duration of all Talking events associated with the agent.
Avg Talking DurationThe average duration of all Talking events associated with the agent.
Max Talking DurationThe longest duration of any single Talking event associated with the agent.

Updated 8 days ago