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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

  • Displays the names of the selected users in alphabetical order.

Call Count

  • Shows the total number of calls (inbound, outbound, and internal) associated with the given user.

Dialing Duration

  • Shows the total duration of all dialing events associated with the given user.

Average Dialing Duration

  • Shows the average duration of all dialing events associated with the given user.

Ringing Duration

  • Shows the total duration of all ringing events associated with the given user.

Average Ringing Duration

  • Shows the average duration of all ringing events associated with the given user.

Talking Duration

  • Shows the total duration of all talking events associated with the given user.

Average Talking Duration

  • Shows the average duration of all talking events associated with the given user.

Hold Duration

  • Shows the total duration of all hold events associated with the given user.

Average Hold Duration

  • Shows the average duration of all hold events associated with the given user.

Park Duration

Shows the total duration of all Park events associated with the given user.

Average Park Duration

Shows the average duration of all Park events associated with the given user.

Updated over 5 years ago

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