Agent Call Summary
Last updated
Last updated
'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.
Parameter | Description |
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The following report shows the call summary of all agents in Queue
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.