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Agent Call Volume

Agent call totals and durations broken down by time interval, one sub-report per agent

The Agent Call Volume report shows call totals and durations for each selected agent, broken down by the selected time interval into a separate sub-report per agent. It is a Time row type Time-Based report, grouped by agent.

Report Columns

ColumnDefinition
Time IntervalThe time interval being reported on.
Total CallsThe total number of inbound and callback calls associated with the agent.
Inbound CallsThe total number of inbound calls associated with the agent.
Callback CallsThe total number of scheduled callback calls associated with the agent.
Total Talking DurationThe total duration of all Talking events associated with the agent.
Inbound Talking DurationThe total duration of Talking events on inbound calls associated with the agent.
Callback Talking DurationThe total duration of Talking events on callback calls 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