Agent Call Volume
The Agent Call Volume report is a Time Interval report. Time Interval reports give you summary totals based upon a selected time interval (i.e., hours or day, days of week, months of year, etc.).
The Agent Call Volume report displays the selected agent's activity statistics broken down by the desired time interval. The report will then display the statistics individually in sub report fashion. This means that each agent will be represented individually by a mini report within the report.
Screenshot
Column Descriptions
Time Interval Row
This row changes depending on the row (time interval) is selected at run time.
Total Calls
Total calls in which the user participated in any way.
Inbound Calls
Total inbound calls in which the user participated in any way.
Outbound Calls
Total outbound calls in which the user participated in any way.
Internal Calls
Total internal calls in which the user participated in any way.
Total Talking Duration
Shows the total duration of all talking events associated with the given user.
Inbound Talking Duration
Shows the total duration of all inbound talking events associated with the given user.
Outbound Talking Duration
Shows the total duration of all outbound talking events associated with the given user.
Internal Talking Duration
Shows the total duration of all internal talking events associated with the given user.
Average Talking Duration
Shows the average duration of all talking events associated with the given user.
Max Talking Duration
Shows the maximum duration of all talking events associated with the given user.
Updated over 5 years ago