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Total Queue Calls: The number of calls an Agent answered from a queue. This does not include direct calls to the Agent.
Total Callbacks: The number of callbacks an Agent completes. This does not include callbacks that an Agent answers that do not reach the intended destination, e.g., if the person being called back does not answer.
Total Inbound Transfers and Direct Calls: The number of calls an Agent answers outside of the queue. This count can include direct calls, if applicable, as well as calls transferred to the Agent by another Agent. Transfers to a queue answered by a second Agent are not count because they are considered a Queued call and thus appear in the Total Queue Calls column.
Total Outbound Calls: The number of successful outbound calls that an Agent makes. The Agent and the Destination must answer the call for it to be considered a successful outbound call.
Total Calls: The sum of Total Queue Calls, Total Callbacks, Total Inbound Transfers and Direct Calls, and Total Outbound Calls.
Missed Calls: The number of calls sent to the Agent that did not connect. This includes only calls from the queue. These calls remain in the queue despite an Agent not answering the call. Reasons for missed calls range from the Agent simply not answering the call to technical issues with the Agent’s phone.
Total Transfers Initiated by Agent: The number of calls that an Agent transferred. This includes warm and cold transfers and includes transfers to DID, queues, and IVRs.
Total Available Time: The total amount of time that the Agent was in the Available status.
Avg Available Time: The average amount of time that the Agent was in the Available status. Calculated from the Total Available Time divided by the number of times the Agent moved to the Available status.
Total On Call Time: The total amount of time that an Agent was On Call. This includes inbound calls from the queue, outbound calls, direct calls to the Agent, and transfers from another Agent to this Agent.
Avg On Call Time (I): The average amount of time that an Agent was On Call during inbound calls. This includes calls from the queue, callbacks, direct calls, and transfers from other Agents. Calculated from the total time On Call (in one of the above call types) divided by the number of calls.
Total On Call Time (I): The total time spent On Call during calls from the queue, callbacks, direct calls, and transfers from other Agents.
Avg On Call Time (0): The average amount of time that an Agent was On Call during inbound calls. This includes manual outbound dials and scheduled dialouts. Calculated from the total time On Call (in one of the above call types) divided by the number of calls.
Total On Call Time (O): The total time spent On Call during manual outbound dials and scheduled dialouts.
Total On Call Time (I + O): The total time spent in the On Call status for all call types.
Avg On Call Time (I + O): The average time spent in the On Call status for all call types. Calculated from the Total On Call Time divided by the total number of calls.
Total Wrap-Up Time: The total time the Agent spent in the Wrap-Up status.
Avg Wrap-Up Time: The average time that an Agent spent in the Wrap-Up status. Calculated from the Total Wrap-Up Time divided by the number of times the Agent moved to the Wrap-Up status.
Total After-Call Work Time: The total time that an Agent spent in the After-Call Work status.
Avg After-Call Work Time: The average time that an Agent spent in the After-Call Work status. Calculated from the Total After-Call Work Time divided by the number of times the Agent moved to the After-Call Work Status.
Total Handle Time: The total time the agent spent in the Talk, Wrap-Up, and After-Call Work statuses.
Avg Handle Time: The average time that an Agent spent in the Talk, Wrap Wrap-Up, and ACW After-Call Work statuses. Calculated from the Total Handle Time divided by the number of times the Agent moved to the Wrap-Up status.
Total On Break Time: The total time that an Agent spent in the On Break status.
Total Other Time: The total Time spent in all Other statuses. These are the custom statuses or custom Busy Reasons.
Total Logon Time: The total time that an Agent spent logged into the software.
Avg Speed of Answer: This is the average time it takes an Agent to answer a call. Calculated from the time between the initial call invite to the answer time divided by the number of answered calls. It does not include missed calls.
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Agent ID: The unique identifier for an Agent account.
User Name: The user name of the Agent.
First Name: The first name of the Agent as set in the Agent’s profile.
Last Name: The last name of the Agent as set in the Agent’s profile.
Session Date: The date when the Agent’s login session began.
Total Queue Calls: The number of calls that an Agent answered from the queue. This does not include direct calls to the Agent.
Total Callbacks: The number of callbacks that an Agent completes. This does not include callbacks that an Agent answers that do not reach the intended destination, e.g., if the person being called back does not answer.
Total Inbound Transfers and Direct Calls: The number of calls that an Agent answered outside of the queue. This count can include direct calls, if applicable, as well as calls transferred to the Agent by another Agent. Transfers to a queue answered by a second Agent are not count here because those are considered a Queued call and thus appear in the Total Queue Calls column.
Total Outbound Calls: The number of successful outbound calls that an Agent makes. The Agent and the Destination must answer the call for it to be considered a successful outbound call.
Total Calls: The sum of Total Queue Calls, Total Callbacks, Total Inbound Transfers and Direct Calls, and Total Outbound Calls.
Total Missed Calls: The number of calls sent to the Agent that did not connect. This includes only calls from the queue. These calls remain in queue despite an Agent not answering the call. Reasons for missed calls range from the Agent simply not answering the call to technical issues with the Agent’s phone.
Total Transfers Initiated by Agent: The number of calls that an Agent transferred. This includes warm and cold transfers and includes transfers to DID, queues, and IVRs.
Total Available Time: The total amount of time that an Agent was in the Available status.
Avg Available Time: The average amount of time that an Agent was in the Available status. Calculated from the Total Available Time divided by the number of times the Agent moved to the Available status.
Total Secs on Inbound Call: The total time spent On Call during calls from the queue, callbacks, direct calls, and transfers from other Agents.
Avg Secs On Inbound Call: The average amount of time that an Agent was On Call during inbound calls. This includes calls from the queue, callbacks, direct calls, and transfers from other Agents. Calculated from the total time On Call (in one of the above call types) divided by the number of calls.
Total Secs On Outbound Call: The total time spent On Call during manual outbound dials and scheduled dialouts.
Avg Secs On Outbound Call: The average amount of time that an Agent was On Call during inbound calls. This includes manual outbound dials and scheduled dialouts. Calculated from the total time On Call (in one of the above call types) divided by the number of calls.
Total Sec On Call: The total time spent in the On Call status for all call types.
Avg Secs On Call: The average time spent in the On Call status for all call types.
Total Secs On Wrapup: The total time that an Agent spent in the Wrap-Up status.
Avg Secs On Wrapup: The average time that an Agent spent in the Wrap-Up status. Calculated from the Total After-Call Work Time divided by the number of times that the Agent moved to the Wrap-Up Status.
Total Secs On After-Call Work: The total time that an Agent spent in the After-Call Work status.
Avg Secs On After-Call Work: The average time that an Agent spent in the After-Call Work status. Calculated from the Total After-Call Work Time divided by the number of times the Agent moved to the After-Call Work status.
Total Secs On Break: The total time that an Agent spent in the On Break status.
Total Secs On Other: The total Time spent in all Other statuses. These are the custom statuses or custom Busy Reasons.
Total Logon Time: The total time that an Agent spent logged into the software.
Avg Ring Time: The average time it takes an Agent to answer a call. Calculated from the time between the initial call invite to the answer time divided by the number of answered calls. It does not include missed calls.
Total Handle Time: The total time the agent spent in the Talk, Wrap-Up, and After-Call Work statuses.
Avg Handle Time: The average time that an Agent spent in the Talk, Wrap Wrap-Up, and ACWAfter-Call Work statuses. Calculated from the Total Handle Time divided by the number of times the Agent moved to the Wrap-Up status.
Total Inbound Calls: The total number of calls answered by the Agent.
Ring Count: The total number of times a call is sent to an Agent. This includes answered calls and missed calls.
Total Ring Time: The total number of seconds spend ringing the Agent.
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