Agent Call Reports Definitions

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
# InNumber of calls that came into the call collector            
# Answ# In - # Short
# ShortNumber of short calls in the call collector
Talk TimeTotal call duration for that grouping level
Ring TimeTotal ring duration for that grouping level
 
FILTERS
Date RangeThe date the call came in
TeamThe team of the employee who took the call
EmployeeThe employee who took the call
 
GROUPING                        
DateThe date the call came in
DNISThe DNIS of the source of the call
EmployeeThe employee who took the call
Fiscal WeekThe fiscal week the call came in
Product GroupThe campaign of the source of the call
TeamThe team of the employee who took the call
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