Agent Call Statistics
Last updated
Last updated
'Agent Call Statistics' report is a summary report displayed in pie chart, 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, and view percentage and proportional data of call statistics.
The following table lists the related parameters for Agent Call Statistics report.
| Parameter | Description |
|---|---|
Answered
The total number of calls that the agent answered.
No Answered
The total number of calls that were routed to the designated destination when the agent didn't answer the calls.
Busy
The total number of calls that were routed to the designated destination when the agent was busy.
Failed
The total number of calls that were failed to be made by the agent.
Voicemail
The total number of voicemails that the extension received.
Total Ring Duration
The total time between calls started and calls answered.Note:This parameter is displayed only when you set Communication Type filter to All, Inbound, Outbound, or Internal.
Total Talk Duration
The total time between calls answered and calls ended.
Total
The total number of calls for each agent