Agent Summary
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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 from queue calls 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. |
Available, Off, Break, etc. agent status columns | Total time in each agent status |
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