Account Code Summary
Note: The Account Code Summary report requires the Agent Desktop module.
When an agent (that has been assigned the Agent Desktop license) receives/makes a call, a pop-up will appear in the bottom corner of the screen. This will allow the agent to assign the call an account code. Account codes are used to provide valuable information on who the agents are speaking with and for what reasons. For more information on account codes, see this article.
The Account Code Summary report is a Summary report. This means that each account code selected will be displayed on its own line next to the specific statistics for the given report.
This report is a summary of the configured account codes and displays a summary (totals) of the account codes selected at run time.
Column Descriptions
Account Code
- List of selected Account Codes
Total Calls
- Shows the total number of calls associated with the given account code.
Inbound Calls
- Shows the number of inbound calls associated with the given account code. An inbound call is a call that originated outside of your phone system and dialed into your phone system.
Outbound Calls
- Shows the number of outbound calls associated with the given account code. An outbound call is a call that originated inside of your phone system and dialed out to a number outside of your phone system.
Total Call Duration
- Shows the total duration of all calls associated with the given account code.
Total Inbound Call Duration
- Shows the total duration of all inbound calls associated with the given account code.
Total Outbound Call Duration
- Shows the total duration of all outbound calls associated with the given account code.
Total Talking Duration
- Shows the total talking duration of all talking events associated with the given account code.
Average Talking Duration
- Shows the average talking duration of all talking events associated with the given account code.
Average Call Duration
- Shows the average duration of all calls associated with the given account code.
Max Call Duration
- Shows the maximum duration of all calls associated with the given account code.
Updated about 5 years ago