Agent Details Report

The agent details report shows each agent's call history. Simply put, it's all the calls an agent has interacted with in some way.

By default, your report only shows calls that the agent answered. This setup highlights direct interactions with callers and gives you an idea of how often and well the agent handles calls. But if you want a complete picture, including missed or rejected calls, follow these easy steps.

Steps to Include More Call Types:

1. Head to the Filters: Click the filter button to explore different customization options.

2. Turn on "Include Missed Calls": Just toggle that switch to include any calls that didn’t get answered.

3. Turn on "Include Rejected Calls": Flick this switch, too, to factor in calls that got bounced.

Once you do this, your report will go beyond just answered calls. You'll get a full view that shows all calls, including those that were missed or rejected—ideal for a deeper dive into how calls are being handled.