Agent Call Summary

The Agent Call Summary report is one of the most popular standard reports. This report's main focus is to provide information on how many calls the agents were associated with for the selected time frame.

The report will provide call totals for each agent selected, displaying the agent's performance for the selected time frame.

Because many companies want to see how many calls an agent has missed, this report provides a missed calls column.

Column Descriptions


Agent

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

Inbound Calls

  • Shows 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.

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Inbound Calls

This column includes calls that the agent may not have actively participated in. For example, an inbound call that goes directly to the agent's voicemail will appear in this column. To find calls that the agent had an opportunity to participate in, use Presented Calls.

Note: Adding columns to a report requires the Custom Reports module.


Outbound Calls

  • Shows the total number of outbound calls that involved the specified agent. These are calls that originated within your phone system and dialed out to an external number. Calls can include the specified agent either because that agent initiated the call or because the call was transferred to that agent.

Internal Calls

  • Shows the total number of InternalInternal - Internal calls are calls made internally to another extension. (i.e., extension to extension) calls that involved the given agent.

Total Calls

  • Shows a total of inbound, outbound and internal calls combined.

Answered Calls

  • Shows the number of inbound calls that included at least one talking event with the given agent, meaning that agent answered the call.

Missed Calls

  • Shows the total number of calls where the given agent was involved in one or more ringing events, but not a talking event, meaning they missed the call at least once. By default, this column will only include inbound calls it can be set to include other call directions.

Note: The option to include other call directions requires the Custom Reports module.

To learn more about missed and abandoned calls, click here.


Total Talking Duration

  • Shows the total duration of all talking events associated with the given agent.

Average Talking Duration

  • Shows the average duration of all talking events associated with the given agent.


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