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Agent Performance Summary

Report uses both Agent and Group filters for displaying an agent's performance within a group.

Includes:

Agent: List of selected agents.

Total Calls: Total number of Inbound phone calls this agent participated on (both group and non-group).

Call Count: This column will be subdivided by the Groups selected prior to run and show the number of inbound calls the agent participated within each group.

Total Group Calls: The total number of inbound calls the agent participated on within all of the selected groups.

Total Talking Duration: The total duration of talking events for the agent on all inbound calls.

Total Group Talking Duration: The total duration of talking events for the agent on all inbound calls to the selected groups.

Percent of Calls Answered: The percentage of inbound calls answered by the agent.

Percent of Group Calls Answered: The percentage of inbound calls answered by the agent with in the selected groups.

Percent of Calls Missed: Shows the total number of inbound calls where the given agent was involved in at least one Ringing event, but no Talking events, meaning they missed the call.

Percent of Group Calls Missed: Shows the total number of inbound calls to the selected groups where the given agent was involved in at least one Ringing event, but no Talking events, meaning they missed the call.
 
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.

Total Ext Login Duration: The total time the agent spent logged into their extension.

Total DND Duration: The total time the agent spent on Do Not Disturb.

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