# 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 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                             | Total amount of outbound queue calls.                                                                                                                   |
| Outbound Direct Calls                            | Total amount of outbound calls.                                                                                                                         |
| Total Answered Calls                             | Total amount of queue calls the agent has answered.                                                                                                     |
| Total Missed Alerts                              | <p>Total amount of alerts from queue calls the agent has missed in the agent panel. There may be </p><p>multiple missed alerts per call.</p>            |
| Total Missed Calls                               | Total amount of calls the agent has missed.                                                                                                             |
| Total Rejected Alerts                            | <p>Total amount of alerts the agent has rejected using the reject button on the </p><p>toast alert. There may be multiple rejected alerts per call.</p> |
| Total Rejected Calls                             | Total amount of calls the agent has rejected.                                                                                                           |
| Average Talk Time                                | Average amount of time the agent and caller were connected.                                                                                             |
| Average Queue Talk Time                          | Average amount of time the agent and caller were connected on queue calls                                                                               |
| Average Direct Talk Time                         | Average amount of time the agent and caller were connected on direct calls                                                                              |
| Total Talk Time                                  | Total amount of time the agent was connected to a caller.                                                                                               |
| 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 Talk Time                            | Total amount of time the agent was connected to a caller on queue calls.                                                                                |
| total Direct Talk Time                           | Total amount of time the agent was connected to a caller on direct calls.                                                                               |
| 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                                                                                                                         |


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```

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