Station and Agent Event Summary

The Agent Event Summary report is an agent Summary report. This means that each user 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.

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Column Descriptions


Agent

This column displays the names of the selected stations/agents in alphabetical order.


Call Count

This column shows the total number of calls (inbound, outbound, and internal) associated with the given station/agent.


Dialing Duration

This column shows the combined total duration of all dialing events associated with the given station/agent.


Avg Dialing Duration

This column shows the average duration of all dialing events associated with the given station/agent.


Ringing Duration

This column shows the combined total duration of all ringing events associated with the given station/agent.


Avg Ringing Duration

This column shows the average duration of all ringing events associated with the given station/agent.


Talking Duration

This column shows the combined total duration of all talking events associated with the given station/agent.


Avg Talking Duration

This column shows the average duration of all talking events associated with the given station/agent.


Hold Duration

This column shows the combined total duration of all hold events associated with the given station/agent.


Avg Hold Duration

This column shows the average duration of all hold events associated with the given station/agent.


Park Duration

This column shows the combined total duration of all park events associated with the given station/agent.


Avg Park Duration

This column shows the average duration of all park events associated with the given station/agent.