Agent Call Activity

'Agent Call Activity' report is a summary report displayed in line graph, which makes it possible for you to query statistics of calls that have been made or received by a specific agent or agents within a specific group/organization. The report allows you to track changes of call activity over a specific period of time, or compare changes over the same period of time.

Report details

The following table lists the related parameters for Extension Call Activity report.

Parameter	Description
Answered	The total number of calls that the agents answered.
No Answered	The total number of calls that were routed to the designated destination when the agents didn't answer the calls.
Busy	The total number of calls that were routed to the designated destination when the agents were busy.
Failed	The total number of calls that were failed to be made by the agents.
Voicemail	The total number of voicemails that the agents received.
Total Ring Duration	The time between the call started and the call answered.
Total Talk Duration	The time between the call answered and the call ended.

Report example

The following report shows hourly call statistics of all the agents.

You can filter by Hourly , Daily, Monthly, Assigned Agents , Inbound or Outbound