Agent Report

Agent Report

Section 1: Agent Summary

Defines the scope of the agent data:

  • Queues: Selected queues (e.g., “All Queues”)

  • Start / End Time: Reporting period

  • Period: Total duration of data range (e.g., 1 day)

Section 2: Agent Totals

Provides high-level session data across all agents:

Metric

Description

Number of agents

Total number of agents in the system

Average session time

Average login/session duration

Shortest session time

Minimum login time among all agents

Longest session time

Max login time among all agents

Total session time

Cumulative time logged by all agents


Section 3: Agent Availability Table

Displays how each agent handled calls during the selected period:

Column

Meaning

Agent

Name or ID of the agent

Answered

Successfully answered calls

Rejected

Calls the agent declined

Failed

Technical or unreachable failures

Failed Out

External disconnections or outbound fails

Pauses

Number of pauses/breaks taken

Pause Time

Total time paused

Talk Time

Time spent talking to customers

Wrap-up Time

Time used after the call before the next one

AHT

Average Handling Time (Talk + Wrap-up)

Section 4: Pause Detail Table

Breakdown of agent pause activities

Monitors adherence to pause policies and breaks.

Section 5: Call Disposition by Agent

Shows how each agent handled their calls:

Column

Meaning

Completed by Caller

Calls ended by the customer

Completed by Agent

Calls ended by the agent

Failed

Calls that failed due to error

Rejected

Calls declined or ignored

Failed Out

Outbound failures

Section 6: Full Agent Report Table

Detailed activity log per agent and call:

Column

Description

Date

Date and time of the call

Queue

The queue associated with the call

Agent

The agent who handled it

Event

What happened (e.g., START CALL, COMPLETED)

Caller #

The phone number involved

Duration

Call length or session time

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