Agent Event Summary

The Agent Event Summary report is an agent Summary report. This means that each agent selected will be displayed on their own individual line next to their specific statistics for the given report.

The Agent Event Summary displays the total count and total duration summaries for each of the common phone events represented on the report.

Column Descriptions


Agents

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

Call Count

  • Shows the total number of calls (inbound, outbound, and internal) associated with the given agent.

Dialing Duration

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

Average Dialing Duration

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

Ringing Duration

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

Average Ringing Duration

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

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.

Hold Duration

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

Average Hold Duration

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

Park Duration

Shows the total duration of all ParkPark - A Park event is similar to a Hold event, except callers on Park can be picked up by other agents. events associated with the given agent.


Average Park Duration

Shows the average duration of all ParkPark - A Park event is similar to a Hold event, except callers on Park can be picked up by other agents. events associated with the given agent.


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