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Call Direction Summary

This report lists each possible call direction (Inbound, Outbound, Internal, and Intersite). Columns include the total call count and the total, average, and maximum call duration and talking duration of all calls from the given direction. The report summaries at the top of the page show total, average, and maximum statistics across all of the listed call directions.
 
Parameters:
  • Call Direction (Rows)
  • Agent
  • Hunt Group
Row Type:
  • Call Direction
Columns:
  • Call Count
    • Agent: Assigned to Agent
    • Hunt Group: Assigned to Hunt Group
  • Total Call Duration
    • Agent: Assigned to Agent
    • Hunt Group: Assigned to Hunt Group
  • Avg Call Duration
    • Calculation: Average
    • Agent: Assigned to Agent
    • Hunt Group: Assigned to Hunt Group
  • Max Call Duration
    • Calculation: Maximum
    • Agent: Assigned to Agent
    • Hunt Group: Assigned to Hunt Group
  • Total Talking Duration
    • Agent: Assigned to Agent
    • Hunt Group: Assigned to Hunt Group
  • Avg Talking Duration
    • Calculation: Average
    • Agent: Assigned to Agent
    • Hunt Group: Assigned to Hunt Group
  • Max Talking Duration
    • Calculation: Maximum
    • Agent: Assigned to Agent
    • Hunt Group: Assigned to Hunt Group
Summaries:
  • Total Call Count
  • Avg Call Count
  • Total Call Duration
  • Avg Call Duration
  • Max Call Duration
  • Total Talking Duration
  • Avg Talking Duration
  • Max Talking Duration
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