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

  1. Log in to PBX web portal, go to Reports and Recordings > Call Reports.
  2. In the Report Type drop-down list, select Agent Call Summary.

  3. 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