Agent Call Cost Summary

Call Cost reports are typically used in scenarios when clients/agents are charged for their time on the phone.

The Agent Call Cost Summary report is an Agent Summary report, which means that each line on the report shows a summary of calls involving the selected agent(s). This will provide the ability to see how many calls the agent was involved with and the total cost for the calls.

To use this report, at least one Call Cost profile must be utilized. A Call Cost profile is created to define the rate at which an agent/client should be charged for time on the phone, or time that a specific event such as talking takes place during a call. The rates are typically determined by external number criteria. For example, a Call Cost profile can contain a rate stating that any call that does not start with local area codes (in other words, long-distance calls) may be charged $0.10 per minute.

For more information on configuring Call Cost profiles, see this article.

Column Descriptions

Agent

  • Displays the names of the selected agents in alphabetical order.

Call Count

  • Shows the number of outbound calls associated with the given agent that fit the Call Cost profile(s) selected.

Note: If multiple rate labels are selected, the report will display a Call Count column for each profile. (See below).


Total Call Count

  • Shows the total number of outbound calls pertaining to the select Call Cost profile(s).

Note: If multiple rate labels are selected, the Total Call Count will combine the counts for each Call Count to give one overall total.


Call Cost

  • Shows the total cost of the call, based upon the Call Cost profile(s) selected.

Note: If multiple rate labels are selected, the report will display a Call Cost column for each profile. (See below).


Total Call Cost

  • Shows the total cost of the calls pertaining to the select Call Cost profile(s).

Note: If multiple rate labels are selected, the Total Call Cost will combine the cost for each Call Cost to give one overall total.