Agent Call Summary

'Agent Call Summary' report provides information about the number of incoming and outgoing calls that were received and placed by each agent. This topic describes the report details, and shows you a report example.

Report details

Parameter	Description
Inbound	The number of incoming calls received by an agent.
Outbound	The number of outgoing calls placed by an agent.
Talk Duration	The amount of time an agent spent in incoming calls or outgoing calls.
Total calls	The total number of incoming calls and outgoing calls handled by an agent.
Total Talk Duration	The total amount of time an agent spent in incoming calls and outgoing calls.
Average Talking Time	The average amount of time an agent spent in incoming calls and outgoing calls.

Report example

The following report shows the call summary of all agents in Queue