Agent Summary
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Navigate to Analytics & Reports | Agent Summary
Displays a summary of agent stats.
For report options (e.g., filtering), See
"..."
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
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.
Times Set to RONA
Available, Off, Break, etc. agent status columns
Total time in each agent status
See