Station and Agent Talking Summary

The Station and Agent Talking 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.

This report lists each of the selected agents on their own row, with columns that represent the agent's total call count for each call direction, as well as the combined agent talking event duration across all call directions.

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Column Descriptions


Agent

This column shows the names of the selected agents in alphabetical order


Inbound Call Count

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

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Inbound Calls

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

Remember, adding columns to a report requires the Custom Reports module.


Outbound Call Count

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


Internal Call Count

This column shows the total number of internal calls that involved the specified agent(s). Internal calls are calls between two extensions.


Total Calls

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


Avg Talking Duration

This column shows the average duration of all talking events for the given agent(s)


Total Talking Duration

This column shows the total duration of all talking events for the given agent(s)