Answered Report

Answered Report

Section 1: Answered Calls Summary

This section defines the scope of the report based on the global filter applied:

  • Queues: Selected queue(s) for this report

  • Starting/Ending: The date and time range used

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

Section 2: Total Answered Calls Panel

Provides key call volume and performance stats:

  • Number of answered calls

  • Number of transferred calls

  • Average talk time

  • Total call duration

  • Average wait time

Section 3: Service Level Table

Shows how fast calls are answered, grouped by wait time brackets

Section 4: Service Level Graph

A bar chart visualizing how quickly calls are answered across time brackets.

Section 5: Answered by Queue

Table showing:

  • Each queue

  • How many calls were answered

  • Total call volume

  • Answer rate %

Section 6: Answered by Agent Table

Displays per-agent performance:

Field

Meaning

Agent

Agent name

Received

Calls sent to this agent

Completed

Successfully handled calls

Transferred

Calls forwarded elsewhere

Talk/Wait Time

Detailed performance metrics

Call %

Participation in total traffic


Section 7: Agent Performance Graphs

  • Subsection A: Number of Calls per Agent

Bar graph showing total calls handled per agent

  • Subsection B: Total Time per Agent

Bar graph showing total talk time in seconds per agent

Section 8: Disconnection Queue Table

Lists call outcomes classified as disconnects — e.g., due to caller hang-up, agent cancel, etc.

Section 9: Answered by Call Length Table

Breaks calls into length ranges

Section 10: Transfers Table

Lists transferred calls.

Section 11: Answered Calls Details Table

Comprehensive call log:

Column

Details

Date

Timestamp of the call

Queue

Queue the call entered

Agent

The agent who handled it

Number

Customer's phone number

Event

Outcome (e.g., COMPLETEDAGENT)

Ring time

Time before the agent answered

Wait time

The time the caller waited in the queue

Talk time

Duration of the call

Options

Playback, Download, View call details


    • Related Articles

    • Distribution Report

      Section 1: Distribution Summary This section displays the reporting scope: Queues: The queues selected from the filter screen Start Date & Time: When the reporting period begins End Date & Time: When the reporting period ends Period: Total duration ...

    • Outbound Report

      Section 1: Filter Panel This section defines the scope of the report. Filters Available: Starting Date & Time: When the reporting period begins Ending Date & Time: When the reporting period ends Agents: Select a specific agent or use “ALL” to include ...

    • 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 ...

    • AI Report

      Overview of the AI Analysis Report The AI Analysis Report is a powerful tool designed to give you deep insights into your call recordings without needing to listen to them manually. It uses Artificial Intelligence to automatically transcribe, ...

    • Unanswered Report

      Section 1: Total Unanswered Calls This panel shows the scope and filters for the current report: Queues: Which queues are being reported (e.g., “All Queues”) Starting/Ending: Selected time range Period: Total report duration (e.g., 1 day) Section 2: ...