Call Stats Report

Note: this report is going to be modified so that a supervisor can run the report for any agent.

Overview

The Agent Call Statistics report is designed to be used by an Agent to see basic summary information about the calls they have made and taken.

The report also gives a break down of the call the Agent has taken from each Queue they are associated with.

Allows an Agent to see basic statistics related to calls made and answered.

Date: select the date to dispaly the report statistics for. By default the report will display todays statistics.

The report is split into two sections. The first section provides a break down between Inbound and Outbound calls as well as totals across both.

Field	Description
Totals For	Breaks down calls between Inbound and Outbound.
Call Count	The number of calls answered by the agent for the selected date.
Talk Time	The total talk time by the agent for the selected date.
Work Time
Avg Talk	The average time the agent spent on each call for the selected date.
Avg Work
Avg Handling Time	The average time the agent spent handling each call which includes Talk Time and Wrap time.
Total Time

Field	Description
Queue Name	The name of the queue the statistics on the current row apply to.
Call Count	The total calls the agent has answered from the queue.
Talk Time	The total time the agent has spent talking to callers from the queue.
Work Time
Avg Talk	The average time the agent has spent talking to callers from the queue.
Avg Work
Avg Handling	The average time the agent spent handling each call from the queue which includes Talk Time and Wrap time.
Total Time
Open Time
Pause Time	The total time the Agent spent in 'Paused' in the queue.

Refer to the Report Definitions for more detailed explaination of each field and how it is derived.