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Agent Report Fields

Abandoned Calls - Shows the number of inbound calls associated with the given agent that did not end in a Talking or Voicemail event. These are calls that entered the system but were ended prematurely by the calling party.

Agent Do Not Disturb Duration - Shows the total, maximum, minimum, or average block of time the specified agent spent in Do Not Disturb status.

Agent Idle Duration - Shows the total, maximum, minimum, or average block of time the given agent spent in an Idle state. An agent is considered to be Idle when he/she is logged into his/her extension and is not currently involved in a phone call. DND status and Group Login are not factored into the result.

Agent Ready Duration - Shows the total, maximum, minimum, or average block of time the given agent spent in a Ready state for the specified group or groups. An agent is considered to be Ready for a hunt group when he/she is able to receive the group's calls. Specifically, this means the agent is not in DND status, is not currently involved in a call, and is logged into the group.

Answered Calls - Shows the number of inbound calls that included at least one Talking event with the given agent, meaning that agent answered the call.

Average Calls Per Hour - Shows the average number of calls the agent participates in every hour over the given timeframe.

Call Count - Shows the total number of calls (inbound, outbound, and internal) associated with the given agent.

Call Duration - Shows the total, maximum, minimum, or average duration of all calls associated with the given agent. This means the agent was the calling or receiving party in at least one event in the call.

Call Event Cost - Shows the total cost of the call, as defined by the selected Call Cost Profile. The total cost is calculated by multiplying the total number of seconds of all calls associated with a given agent times the Call Cost Profile’s rate per minute divided by 60. Note that the specific rate is determined by the Call Cost Profile settings.

Note that this field differs from Call Cost in that Call Cost calculates based on the duration of the entire call, while Call Event Cost calculates based only on the selected event duration. Example: If “Talking” is the selected event type, then this field will only calculate the cost based on the duration of all talking events.

Calls Transferred by Agent - Shows the total number of calls that were transferred by the given agent to another agent.

Calls Transferred to Agent - Shows the total number of calls that were transferred to the given agent by another agent.

Daily Average Count - Shows the total number of calls associated with the given agent divided by the total number of days in the timeframe. This is the average number of calls associated with the given agent per day.

Dialing Duration - Shows the total, maximum, minimum, or average duration of all Dialing events associated with the given agent.

Event Count - Shows the total number of specified events associated with the given agent.

Event Duration - Shows the total, maximum, minimum, or average duration of all events of the specified type associated with the given agent.

Extension Login Duration - Shows the total, maximum, minimum, or average block of time the given agent spent logged in to an extension.

Feature Count - Shows the total number of features that this agent was associated with that fit the selected criteria. So, if we choose agent = “Steve”,feature type = “Do Not Disturb”, feature enabled = “true”, this will show the number of times that Steve went onto Do Not Disturb within the given timeframe.

Feature Duration - Shows the total, maximum, minimum, or average block of time the given agent spent with the specified feature (DND, Group Login, Idle, etc.) enabled.

Final Agent Call Count - Shows the number of times the given agent was the final agent. The final agent is the last agent to be associated with an event during a call.

Please note: This filter takes other event-level filters into account. This means that if the last agent-related event has already been filtered out of the call data, this filter will look for the next-to-last agent-related event.

Group Login Duration - Shows the total, maximum, minimum, or average block of time the given agent spent logged in to the specified group.

Handled Calls - Shows the total number of inbound calls in which the given agent had a Talking event. This is the number of inbound calls that were handled by the agent.

Hold Duration - Shows the total, maximum, minimum, or average of all Hold events associated with the given agent.

Inbound Call Count - Shows the total number of inbound calls that contained at least one event associated with the given agent, meaning the agent was involved in the call.

Please note: This column includes calls that the agent may not have actively participated in. For example, an inbound call that goes directly to the agent's voicemail will appear in this column. To find calls that the agent had an opportunity to participate in, use Presented Calls.

Initial Agent Call Count - Shows the number of times the given agent was the initial agent. The initial agent is the first agent to be associated with an event during a call.

Please note: This filter takes other event-level filters into account. This means that if the first agent-related event has already been filtered out of the call data, this filter will look for the next agent-related event.

Internal Call Count - Shows the total number of internal calls that involved the given agent.

Missed Calls - Shows the total number of calls where the given agent was involved in at least one Ringing event, but no Talking events, meaning they missed the call. By default, this column will only include inbound calls, but it can be set to include other call directions.

Please note: A single call that rang multiple different times for the same agent but was only answered once will count as an answered call, not a missed call.

Calls that were answered by a second agent after being missed by the first agent will still count as missed for the first agent, even though the call itself was eventually answered.

In order for an agent to miss or answer a call, the call must first be presented to the agent. An inbound call that goes directly to an agent's voicemail will not count as presented or missed because it never rang at the agent's phone.

Outbound Call Count - Shows the total number of outbound calls that involved the specified agent. These are calls that originated within your phone system and dialed out to an external number. Calls can include the specified agent either because that agent initiated the call or because the call was transferred to that agent.

Park Duration - Shows the total, maximum, minimum, or average duration of all Park events associated with the given agent.

Percent of Calls Abandoned - Shows the percentage of the given agent's presented calls where the agent's final involvement was not a Talking, Voicemail, Transfer, or Transfer Hold event, meaning the call was abandoned. By default, this column will only include inbound calls, but it can be set to include other call directions. A call that was handled by multiple agents before being abandoned will count as abandoned for the last agent to handle the call and will count as either abandoned or not abandoned for the other agents, depending on their own final event.

Percent of Calls Answered - Shows the percentage of the given agent's presented calls that include at least one Talking event with the agent, meaning they were answered by the agent. By default, this column will only include inbound calls, but it can be set to include other call directions. A call that rang at multiple agents' phones before being answered will count as answered for the agent who actually picked up the phone, but missed for the other agents.

Percent of Calls Missed - Shows the percentage of the given agent's presented calls where the agent was involved in one or more Ringing events, but no Talking events, meaning they missed the call. By default, this column will only include inbound calls, but it can be set to include other call directions.

Please note: A single call that rang multiple different times for the same agent but was only answered once will count as an answered call, not a missed call.

Calls that were answered by a second agent after being missed by the first agent will still count as missed for the first agent, even though the call itself was eventually answered.

In order for an agent to miss or answer a call, the call must first be presented to the agent. An inbound call that goes directly to an agent's voicemail will not count as presented or missed because it never rang at the agent's phone.

Presented Calls - Shows the total number of calls in which the given agent was involved in at least one Ringing event, meaning the agent 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.

Please note: This column does not look for Talking events. A call that contains at least one Ringing 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 the agent's phone.

Reason Count - Shows the number of times a reason code was used by a given agent.

Reason Duration - Shows the total, maximum, minimum, or average duration of a reason code for the given agent.

Ringing Duration - Shows the total, maximum, minimum, or average duration of all Ringing events associated with the given agent.

Speed of Answer - Shows the total, maximum, minimum, or average time it took for the given agent to answer their phone when it started to ring. Speed of answer is defined as the total duration of Ringing events associated with an agent before a call's first Talking event.

Please note: This column only applies to Inbound calls.

This column only concerns events associated with an agent. It does not include events that have no particular agent association, such as Auto Attendant events.

Talking Duration - Shows the total, maximum, minimum, or average duration of all Talking events associated with the given agent.

Time to Answer - Shows the total, maximum, minimum, or average time it took for an Inbound call to be answered. Time to answer is defined as the time between the call reaching the phone system and the first Talking event of the call. However, only events that are associated with the given agent will be included in this value.

Please note: This column only applies to Inbound calls.

This column only concerns events associated with an agent. It does not include events that have no particular agent association, such as Auto Attendant events.

In an Agent report, this column will gather similar information as a Speed of Answer column. This is because Agent reports automatically filter out all events that are not associated with the given agent before any other filtering is done. Because of this, Ringing and Voicemail events are the only possible event types that can be included in the Time to Answer value. Since Voicemail events are not generally found before Talking events, Ringing events may constitute the majority, if not the entirety, of the final value. This situation is unique to Agent reports; in other report types, Time to Answer includes all events before the first Talking event, regardless of their associations.

Transfer Hold Duration - Shows the total, maximum, minimum, or average duration of all Transfer Hold events associated with the given agent.

Voicemail Check Count - Shows the total number of times the given agent checked their voicemail box.

Voicemail Check Duration - Shows the approximate total, maximum, minimum, or average amount of time the given agent spent checking their voicemail box.

Voicemail Duration - Shows the total, maximum, minimum, or average duration of all Voicemail events associated with the given agent.

Voicemail Leave Count - Shows the total number of times callers left voicemail messages for the given agent.

Voicemail Leave Duration - Shows the approximate total, maximum, minimum, or average duration of all voicemail messages left for the given agent.

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