Station and Agent Call Volume
The Station and 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 Station and 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.
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Column Descriptions
Time Interval Column
This column displays the selected time interval. The default is "Hour of Day", however, this can be changed at run time.
Total Call Count
This column shows the total number calls in which the agent participated in any way.
Inbound Calls
This column shows the total number of inbound calls that contained at least one event associated with the given agent, meaning the agent was involved in the call.
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.
Outbound Calls
This column shows the total number of outbound calls that involved the specified agent. 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 Calls
This column shows the total number of Internal calls that involved the specified agent. Internal calls are calls made internally to another extension. (i.e., extension to extension calls)
Total Talking Duration
This column shows the total duration of all talking events associated with the given agent.
Inbound Talking Duration
This column shows the total duration of all Inbound talking events associated with the given agent.
Outbound Talking Duration
This column shows the total duration of all Outbound talking events associated with the given agent.
Internal Talking Duration
This column shows the total duration of all Internal talking events associated with the given agent. Internal calls are calls made internally to another extension. (i.e., extension to extension calls)
Avg Talking Duration
This column shows the average duration of all talking events associated with the given agent.
Max Talking Duration
This column shows the maximum duration of all talking events associated with the given agent.
Updated almost 3 years ago