Comment on page

Agent Summary

Navigate to Analytics & Reports | Agent Summery
Displays a summary of agent stats.
An agent name can be selected which will open the agent details report with the appropriate filters.
Column
Description
Agent
Name of Agent.
Total Inbound Calls
Total amount of all inbound calls.
Inbound Queue Calls
Total amount of queue calls.
Inbound Direct Calls
Total amount of non queue calls (direct calls or meetings).
Total Outbound Calls
Total amount of outbound calls.
Outbound Queue Calls
N/A
Outbound Direct Calls
Total amount of outbound calls.
Total Answered Calls
Total amount of queue calls the agent has answered.
Total Missed Alerts
Total amount of alerts the agent has missed in the agent panel. There may be 
multiple missed alerts per call.
Total Missed Calls
Total amount of calls the agent has missed.
Total Rejected Alerts
Total amount of alerts the agent has rejected using the reject button on the 
toast alert. There may be multiple rejected alerts per call.
Total Rejected Calls
Total amount of calls the agent has rejected.
Average Talk Time
Average amount of time the agent and caller were connected.
Total Talk Time
Total amount of time the agent was connected to a caller.
Average Sentiment
Average sentiment for the agent.
Total Time Agent Can Receive Calls
Total time an agent is in an available agent status.
Total Time Agent Cannot Receive Calls
Total time an agent is in an unavailable agent status.
​

Last modified 3mo ago

Column	Description
Agent	Name of Agent.
Total Inbound Calls	Total amount of all inbound calls.
Inbound Queue Calls	Total amount of queue calls.
Inbound Direct Calls	Total amount of non queue calls (direct calls or meetings).
Total Outbound Calls	Total amount of outbound calls.
Outbound Queue Calls	N/A
Outbound Direct Calls	Total amount of outbound calls.
Total Answered Calls	Total amount of queue calls the agent has answered.
Total Missed Alerts	Total amount of alerts the agent has missed in the agent panel. There may be multiple missed alerts per call.
Total Missed Calls	Total amount of calls the agent has missed.
Total Rejected Alerts	Total amount of alerts the agent has rejected using the reject button on the toast alert. There may be multiple rejected alerts per call.
Total Rejected Calls	Total amount of calls the agent has rejected.
Average Talk Time	Average amount of time the agent and caller were connected.
Total Talk Time	Total amount of time the agent was connected to a caller.
Average Sentiment	Average sentiment for the agent.
Total Time Agent Can Receive Calls	Total time an agent is in an available agent status.
Total Time Agent Cannot Receive Calls	Total time an agent is in an unavailable agent status.