Follow

Agent Call Volume

Displays the following agent statistics broken out by designated time frame. 

 

Includes:

Time frame row: This row changes depending on the row (time frame) selected at run time.

Total Calls: Total Calls in which the agent participated in any way.

Inbound Calls: Total Inbound Calls in which the agent participated in any way.

Outbound Calls: Total Outbound Calls in which the agent participated in any way.

Internal Calls: Total Internal Calls in which the agent participated in any way.

Total Talking Duration: Shows the total duration of all Talking events associated with the given agent.

Inbound Talking Duration: Shows the total duration of all Inbound Talking events associated with the given agent.

Outbound Talking Duration: Shows the total duration of all Outbound Talking events associated with the given agent.

Internal Talking Duration: Shows the total duration of all Internal Talking events associated with the given agent.

Average Talking Duration: Shows the average duration of all Talking events associated with the given agent.

Max Talking Duration: Shows the maximum duration of all Talking events associated with the given agent.

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request
Powered by Zendesk