Agent Call Reports Definitions
This report is based on call collector data (not calls entered in OLX). This report filters out dropped calls and calls with a call type that is not IN, so dropped calls are not included in # In. Employees are matched based on the employee being currently logged into the extension the call came in on.
| Agent Call Report Column Definitions |
| # In | Number of calls that came into the call collector |
| # Answ | # In - # Short |
| # Short | Number of short calls in the call collector |
| Talk Time | Total call duration for that grouping level |
| Ring Time | Total ring duration for that grouping level |
| |
| FILTERS |
| Date Range | The date the call came in |
| Team | The team of the employee who took the call |
| Employee | The employee who took the call |
| |
| GROUPING |
| Date | The date the call came in |
| DNIS | The DNIS of the source of the call |
| Employee | The employee who took the call |
| Fiscal Week | The fiscal week the call came in |
| Product Group | The campaign of the source of the call |
| Team | The team of the employee who took the call |
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