> For the complete documentation index, see [llms.txt](https://cc.docs.landis.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cc.docs.landis.cloud/reports/agent-summary.md).

# Agent Summary

Navigate to Analytics & Reports | Agent Summary

Displays a summary of agent stats.

For report options (e.g., filtering), See [Report Options](/appendix/report-options.md)

The report footer displays totals for the columns.

{% hint style="info" %}
Hover over a user's avatar to view more information about the user, change their agent status, and access links to Agent Summary, Agent Details, and Agent Timeline.
{% endhint %}

| Column                                           | Description                                                                                                                      |
| ------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------- |
| "..."                                            | Button that displays actions that can be performed on that record.                                                               |
| Agent                                            | Name of Agent.                                                                                                                   |
| Total Inbound Interactions                       | Total amount of all inbound interactions.                                                                                        |
| Inbound Queue Interactions                       | Total amount of queue interactions.                                                                                              |
| Inbound Direct Interactions                      | Total amount of non queue interactions (direct calls or meetings).                                                               |
| Total Outbound Interactions                      | Total amount of outbound interactions.                                                                                           |
| Outbound Queue Interactions                      | Total amount of outbound queue interactions.                                                                                     |
| Outbound Direct Interactions                     | Total amount of outbound interactions.                                                                                           |
| Total Accepted Interactions                      | Total amount of queue interactions the agent has accepted.                                                                       |
| Total Missed Alerts                              | <p>Total amount of alerts from queue calls the agent has missed. There may be </p><p>multiple missed alerts per interaction.</p> |
| Total Missed Interactions                        | Total amount of interactions the agent has missed.                                                                               |
| Total Rejected Alerts                            | Total amount of alerts the agent has rejected using the reject button. There may be multiple rejected alerts per interaction.    |
| Total Rejected Interactions                      | Total amount of interactions the agent has rejected.                                                                             |
| Average Handle Time                              | Average amount of time the agent and caller were connected.                                                                      |
| Average Queue Handle Time                        | Average amount of time the agent and caller were connected on queue interactions                                                 |
| Average Direct Handle Time                       | Average amount of time the agent and caller were connected on direct interactions                                                |
| Total Handle Time                                | Total amount of time the agent was connected to a contact.                                                                       |
| Average Wrapup Time                              | Average amount of time the agent has spent in wrapup.                                                                            |
| Total Wrapup Time                                | Total amount of time the agent has spent in wrapup                                                                               |
| Total Queue Handle Time                          | Total amount of time the agent was connected to a contact on queue interactions.                                                 |
| Total Direct Handle Time                         | Total amount of time the agent was connected to a contact on direct interactions.                                                |
| 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.                                                                           |
| Times Set to RONA                                | See [Reroute on No Answer (RONA)](/appendix/reroute-on-no-answer-rona.md#reporting)                                              |
| Available, Off, Break, etc. agent status columns | Total time in each agent status                                                                                                  |


---

# Agent Instructions
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