Station and Agent Call Summary

The Station and 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.

This reports is a summary report. This means that 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.

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Column Descriptions


Agent

This column shows the names of the selected users in alphabetical order.


Inbound Calls

This column shows the total number of inbound calls that contained at least one event associated with the given user, meaning the user was involved in the call.

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Inbound Calls

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

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


Outbound Calls

This column shows the total number of outbound calls that involved the specified user. These are calls that originated within your phone system and dialed out to an external number by your agents. Calls can include the specified user either because that user initiated the call or because the call was transferred to that user.


Internal Calls

This column shows the total number of internal calls that involved the the specified user. Internal calls are calls made internally to another extension. (i.e., extension to extension).

Note: This column will count every internal call the agent was involved with, regardless of whether they were the receiving or calling party.


Total Calls

This column shows a total of inbound, outbound, and internal calls combined.


Answered Calls

This column shows the number of inbound calls that included at least one talking event with the given user, meaning that user answered the call.


Missed Calls

This column shows the total number of inbound calls where the given user 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.


Total Talking Duration

This column shows the total duration of all talking events associated with the given user.


Avg Talking Duration

This column shows the average duration of all talking events associated with the given user.