Agent Calls

Field 

 

 Description 

 

 

 

 Agent Name 

 

 Name of the agent 

 

 

 

 Date 

 

 The date within the date range selected 

 

 

 

 Tot Login 

 

 Total amount of time the agent has been logged in 

 

 

 

 Calls In 

 

 # of inbound calls to the agent while the agent is logged in 

 

 

 

 Queue In 

 

 # of inbound queue calls only 

 

 

 

 Agent In 

 

 # of non-queue inbound calls 

 

 

 

 Avg Talk In 

 

 Average time agent is talking for inbound calls 

 

 

 

 Tot Talk In 

 

 Total time the agent is talking for inbound calls 

 

 

 

 Calls Out 

 

 # of outbound calls from agent while the agent is logged in 

 

 

 

 Dialer Out 

 

 # of dialer calls only 

 

 

 

 Agent Out 

 

 # of outbound calls only 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 Field 

 

 Description 

 

 

 

 Avg Talk Out 

 

 Average time agent is talking for outbound calls 

 

 

 

 Tot Talk Out 

 

 Total time agent is talking on the phone for outbound calls 

 

 

 

 Tot Calls 

 

 # of total calls 

 

 

 

 Tot Talk 

 

 Total time the agent is talking on all calls 

 

 

 

 Avg Answer 

 

 Avg amount of time it takes an agent to pick up a ringing call 

 

 

 

 Longest Wait 

 

 Max time a caller waited before getting picked up 

 Wait times for both inbound and outbound queue calls 

 

 

 

 Tot Hold In 

 

 Total time agents put callers on hold for all queue calls 

 

 

 

 Tot Pause 

 

 Total time agents put callers on hold for all queue calls 

 

 

 

 Avg Pause 

 

 Avg time agents put callers on hold for all queue calls 

 

 

 

 Pauses 

 

 # of pauses 

 

 

 

 Missed Rings 

 

 # of calls that rang the agent who didn't pick up 

 Ex: call rings agent's phone, gives up, next agent answers 

 The first agent has a missed ring. 

 

 

 

 

 Xfer Calls 

 

 

 # of calls the agent received that were transferred