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User Performance Summary

The User Performance Summary report is, as stated in the name, a 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.

This report provides the ability to see user summary performance based upon a specific group by using both User and Group filters for displaying a user's performance within the group(s). Additionally, this report focuses on inbound calls.

It's important to know that if you have the Realtime module, the "Total Duration" column will allow you to see the user duration regarding Do Not Disturb, Group/Extension login, etc. Each selected feature will be represented in its own column. If the Realtime module is not present, this column will be left blank.

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Column Descriptions

User

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

Total Calls

  • Total number of inbound phone calls this user participated on (both group and non-group).

Call Count

  • This column will be subdivided by the groups selected prior to run and show the number of inbound calls the user participated within each group.

Total Group Calls

  • The total number of inbound calls the user participated on within all of the selected groups.

Total Talking Duration

  • The total duration of talking events for the user on all inbound calls.

Avg Talking Duration

    • The average duration of talking events for the user on all inbound calls.

Total Group Talking Duration

  • The total duration of talking events for the user on all inbound calls to the selected groups.

Avg Group Talking Duration

  • The average duration of talking events for the user on all inbound calls to the selected groups.

Percent of Calls Answered

  • This shows the percentage of the given user's presented calls that include at least one talking event with the user, meaning they were answered by the user. Remember, a call that rang at multiple users' phones before being answered will count as answered for the user who actually picked up the phone, but missed for the other users.

Percent of Group Calls Answered

  • Shows the percentage of the calls answered by the given user for the selected groups.

Percent of Calls Missed

  • Shows the percentage of the given user's presented calls where the user was involved in one or more ringing events, but no talking events, meaning they missed the call.

Percent of Group Calls Missed

  • Shows the total number of inbound calls to the selected groups where the given user was involved in at least one ringing event, but no talking events, meaning they missed the call.

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Missed Calls

Learn more about Missed Calls here: Abandoned Calls vs. Missed Calls

Total Ext Login Duration

  • The total time the user spent logged into their extension.

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Realtime License Required

This report will only work for Realtime users that are licensed with an Agent Realtime seat.

Total DND Duration

  • The total time the user spent on Do Not Disturb.

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Realtime License Required

This report will only work for Realtime users that are licensed with an Agent Realtime seat.

Updated about 3 years ago