Agent calls

Under Aggregations in the Report Tool, you can specify the grouping for which statistics are collected and combined in the report. One of:

• By Agent
• By Month
• By Week
• By Day
• By Hour
• By Half Hour
• By Quarter Hour

Configurables in the Report Tool:

• Minimum call length (seconds) – Only statistics for calls that lasted at least this number of seconds are included in the report

Filters in the Report Tool:

• Call type – All/Inbound/Outbound/Callback/Scheduled Call/Transfer Excluded/Transfer Only
• Service numbers – Inbound and callback calls only
• Queue
• Groups – Inbound calls only.

The following statistics are available.

Statistic	Description
Dial attempts	The total number of call attempts to the agent. This includes calls that were assigned to the agent, but were not accepted by them, because the agent was busy, the caller hung up, the agent’s maximum ringing time was reached, etc.
Connected calls	The total number of their calls that the agent answered (including calls where the caller hung up during whispering).
Unsuccessful calls	The total number of call attempts to the agent that were not answered by the agent. (Dial attempts – Connected calls).
Busy calls	The number of call attempts to the agent that were not accepted because the agent was busy.
Contact hangups	The number of call attempts to the agent that were not accepted because the caller hung up.
Calls not answered in time	The number of call attempts to the agent that were not answered because the agent’s maximum ringing time was reached.
Calls failed other	The number of call attempts that could not be put through to the agent for other reasons, such as connectivity failure.
Availability	The total percentage of call attempts to the agent that were answered by the agent.
Total call length	The total length (in minutes) of all calls handled by the agent, measured from the time when the agent was dialled (each call was assigned to the agent) to the time when they transferred or ended each call.
Average call length	The average call length (in seconds), measured from the time when the agent was dialled (the call was assigned to the agent) to the time when they transferred or ended each call.
Average user response time	The average time (in seconds) that calls took to connect to the agent, measured from the time when the agent was dialled (the call was assigned to the agent) to the time when they answered each call.
Total talk time	The total time (in minutes) that the agent spent talking to contacts.
Average talk time	The average time (in seconds) that the agent spent talking to contacts.
Total wrapup time	The sum of all wrapup times (in minutes) for this agent
Average wrapup time	The average time (in seconds) that the agent took to wrap up calls.

Parent topic: Call-data statistics