Agent Call Volume

The Agent Call Volume report is a Time Interval report. Time Interval reports give you summary totals based upon a selected time interval (i.e., hours or day, days of week, months of year, etc.).

The Agent Call Volume report displays the selected agent's activity statistics broken down by the desired time interval. The report will then display the statistics individually in sub report fashion. This means that each agent will be represented individually by a mini report within the report.

Screenshot

Column Descriptions


Time Interval Row

This row changes depending on the row (time interval) is selected at run time.


Total Calls

Total calls in which the agent participated in any way.


Inbound Calls

Total inbound calls in which the agent participated in any way.


Outbound Calls

Total outbound calls in which the agent participated in any way.


Internal Calls

Total internal calls in which the agent participated in any way.


Total Talking Duration

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


Inbound Talking Duration

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


Outbound Talking Duration

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


Internal Talking Duration

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


Average Talking Duration

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


Max Talking Duration

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


What’s Next