Agent Inbound Summary

The Agent Inbound Summary report is a 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 Inbound Summary report displays one line per agent selected and displays a summary of their various inbound call totals for the specified time frame. This will provide an overall look at their performance in regards to inbound calls.

Column Descriptions:


Agent

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

Total Calls

  • Shows the total number of inbound phone calls for which this agent was associated.

Total Call Duration

  • The total duration (start to finish) of all calls the agent participated on.

Total Ringing Duration

  • The total duration of ringing events for the agent.

Avg Ringing Duration

  • The average duration of ringing events for the agent.

Total Talking Duration

  • The total duration of talking events for the agent.

Avg Talking Duration

  • The average duration of talking events for the agent.

Answered Calls

  • The total number of inbound phone calls answered by the agent

Percent Answered

  • The percentage of inbound calls answered by the agent.