Agent Summary

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Displays a summary of agent stats.

For report options (e.g., filtering), See Report Options

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.

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

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

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