Agent Call Summary Report
Agent Call Summary report provides a quick overview of the internal calls and inbound calls received by queue agents, as well as the outbound calls that were made by queue agents. This topic introduces how to access the report and explains the key metrics in detail.
Access Agent Call Summary report
- Log in to PBX web portal, go to .
- In the Report Type drop-down list, select Agent Call Summary.
- Filter data by system time, queue, or agent(s).
A report that meets the filter criteria is displayed on the page, as shown below.
Report details
The key metrics for Agent Call Summary report is shown below.
Metric | Description |
---|---|
Inbound | The number of internal calls and inbound calls that the agent received. |
Talk Duration | The amount of time that the agent spent in internal calls and inbound calls. |
Outbound | The number of outbound calls that the agent made. |
Talk Duration | The amount of time that the agent spent in outbound calls. |
Total calls | The total number of internal calls, inbound calls, and outbound calls handled by the agent. |
Total Talk Duration | The total amount of time that the agent spent in internal calls, inbound calls, and outbound calls. |
AVG Handle Time | The average amount of time that the agent spent in handling
the answered calls. Formula: (Total Ring Duration of Answered Calls + Total Talk Duration of Answered Calls) / Total Answered Calls |
Average Talking Time |
The average amount of time that the agent spent in internal calls, inbound calls, and outbound calls. Formula: Total Talk Duration / Total Answered Calls |
AVG Hold Time | The average amount of time that calls were
held. Formula: Total Hold Duration / Total Answered Calls |
Average Waiting Time |
The average amount of time that the answered calls had been waiting in the queue before being answered by the agent. Formula: Total Ring Duration of Answered Calls / Total Answered Calls |