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Agent Summary by Group

This report is separated into sections based on the hunt groups you select. Each section lists the selected agents in the given hunt group, with columns showing the agent's presented, answered, and missed calls, average speed of answer, talking duration, and time spent logged in or out of the group. All of this information is filtered by both agent and hunt group. This means that any calls the agent took while logged out of a certain group will not appear in that group's section.
 
The report summaries at the top of the page show total and average statistics across all of the listed agents.
 
Note that on this report, the Total Answered Calls and Total Missed Calls summaries may add up to equal more than the Total Presented Calls summary. This can happen when a call rings for Agent A, who doesn't answer, and then moves to Agent B, who does answer. In the main body of the report, this one call will appear as presented and answered for Agent A, and presented and missed for Agent B. Overall, this call was presented, answered, and missed by at least one agent, so it will be counted in each report summary.
 
Parameters:
  • Agent (Rows)
  • Hunt Group
Sub Sections:
  • Hunt Group
Row Type:
  • Agent
Columns:
  • Presented Calls
    • Call Direction: Inbound
    • Hunt Group: Assigned to Hunt Group
  • Answered Calls
    • Call Direction: Inbound
    • Hunt Group: Assigned to Hunt Group
  • Missed Calls
    • Call Direction: Inbound
    • Hunt Group: Assigned to Hunt Group
  • Avg Speed of Answer
  • Talking Duration
    • Hunt Group: Assigned to Hunt Group
  • Logged In
    • Hunt Group: Assigned to Hunt Group
    • Logged In: True
  • Logged Out
    • Hunt Group: Assigned to Hunt Group
    • Logged In: False
Summaries:
  • Total Presented Calls
  • Total Answered Calls
  • Total Missed Calls
  • Avg Speed of Answer
  • Total Talking Duration
  • Avg Talking Duration
  • Total Logged In
  • Total Logged Out
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