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Group Summary by Agent

This report lists each of your selected agents in their own section. Each section contains data concerning the agent's performance for the selected groups they belong to. These statistics include the number of hunt group calls that were presented to, answered by, and missed by the agent, and their average speed of answer once the call rang for them.

 
This report also includes two Realtime columns, Logged In and Logged Out. If an agent is not covered by a Realtime agent seat license, log in and out times will not be recorded for the agent, and these fields will be blank.
 
Parameters:
  • Group (Rows)
  • Agent
Sub Sections:
  • Agent
Row Type:
  • Group
Columns:
  • Presented Calls
    • Agent: Assigned to Agent
    • Call Direction: Inbound
  • Answered Calls (Call Count)
    • Agent: Assigned to Agent
    • Call Direction: Inbound
    • Event Type: Talking
  • Missed Calls
    • Agent: Assigned to Agent
    • Call Direction: Inbound
  • Avg Speed of Answer (Ringing Duration)
    • Calculation: Average
    • Agent: Assigned to Agent
  • Talking Duration
    • Agent: Assigned to Agent
  • Logged In (Group Login Duration)
    • Agent: Assigned to Agent
    • Enabled: True
  • Logged Out (Group Logout Duration)
    • Agent: Assigned to Agent
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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