Group Summary by Station and Agent
The Group Summary by Agent report is a Summary sub-report. This means that each selected user will appear with their coinciding selected groups as a mini-report within the report (see image below).
This report lists each of your selected users in their own section. Each section contains data concerning the user's performance for the selected groups they belong to. These statistics include the number of phone system skill (group) calls that were presented to, answered by, and missed by the user, and their average speed of answer once the call rang for them. In addition, you may* also have the ability to see the user's login and logout times.
*The Logged In and Logged Out columns require a Realtime license be assigned to the agent. If an agent is not covered by a Realtime Agent Seat license, log in and out times will not be recorded for the agent, and these fields will be blank.
Screenshot
Column Descriptions
Group
Displays the names of the selected phone system groups in alphabetical order
Presented Calls
This shows the total number of calls in which the specified group was involved in at least one ringing or queue event, meaning the group had a chance to participate in the call. By default, this column will only include inbound calls, *but it can be set to include other call directions.
*To set to include other call directions, you need the Custom Reports module.
Talking Events
- This column does not look for talking events. A call that contains at least one ringing or queue event will count as presented, regardless of whether or not it was answered.
- An inbound call that goes directly to voicemail will not count as presented because it never rang at an user's phone or entered a queue.
Answered Calls
This shows the total number of inbound calls associated with the given group that contained at least one talking event. These are calls that were handled by a live user.
Missed Calls
This shows the total number of calls where the given group was involved in a ringing or queue event, but not a talking event, meaning they missed the call. By default, this column will only include inbound calls, *but it can be set to include other call directions.
*To set to include other call directions, you need the Custom Reports module.
Speed of Answer
- By default, this column only applies to inbound calls. It can be set to look at other call directions.
- This column only concerns events associated with an user or group. It does not include events that have no particular user or group association, such as Auto Attendant events.
Talking Duration
Shows the total duration of all talking events associated with the given group
Avg Talking Duration
Shows the average duration of all talking events associated with the given group
Logged In
Shows the total block of time the specified agent spent logged in to the given group
Logged In
The Logged In column requires the selected agent to be assigned a Realtime Agent Seat license. If the agent is not assigned the Realtime license, then the Logged In column will be blank.
Logged Out
Shows the total block of time the specified agent spent logged out of the given group
Logged Out
The Logged Out column requires the selected agent to be assigned a Realtime Agent Seat license. If the agent is not assigned the Realtime license, then the Logged Out column will be blank.
Updated over 3 years ago