Agent Call Summary by Skill
Agent call performance broken into a sub-report per selected skill.
The Agent Call Summary by Skill report shows call performance for each selected agent, broken into a separate section per selected skill. It is an Agent row type Summary-style report, grouped by skill.
Report Columns
| Column | Definition |
|---|---|
Presented Calls | The number of calls, for the skill, in which the agent had at least one Ringing event. |
Answered Calls | The number of calls, for the skill, that included at least one Talking event with the agent. |
Missed Calls | The number of calls, for the skill, that rang to the agent but were never answered by that agent. |
Total Talking Duration | The total duration of all Talking events, for the skill, associated with the agent. |
Avg Talking Duration | The average duration of all Talking events, for the skill, associated with the agent. |
Total Skill Login Duration | The total length of time the agent spent logged into the skill. |
Missed Call Edge CasesA call that rang more than once for the agent but was eventually answered counts as answered, not missed. A call missed by one agent still counts as missed for that agent even if a different agent later answered it. A call must first be presented to the agent to count as missed or answered — one that went straight to voicemail counts as neither.
Updated 8 days ago