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Agent Talking Summary

This report lists each of the selected agents on their own row, with columns that show the agent's inbound, outbound, and internal calls, their total call count, and their total and average talking time. Note that Average Talking Time refers to the average of that agent's Talking events, not the average time they spent talking during a full call. The report summaries at the top of the page show total and average statistics across all of the listed agents.
 
Parameters:
  • Agent (Rows)
Row Type:
  • Agent
Columns:
  • Inbound Calls
  • Outbound Calls
  • Internal Calls
  • Total Calls (Call Count)
  • Total Talking (Talking Duration)
  • Avg Talking (Talking Duration)
    • Calculation: Average
Summaries:
  • Agents (Row Count)
  • Total Inbound Calls
  • Total Outbound Calls
  • Total Internal Calls
  • Total Calls
  • Avg Total Calls
  • Total Talking
  • Avg Talking
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