This section displays the summarized report of all agents for a specified time
period. The admin needs to fill in the dates in the From and To fields for the
specific time period and hit search to view the report.
The report includes the following information for each agent:
- IP of the system
- Extension of the agent
- Login Time- the time at which the agent logs into the agent panel
- Logout Time- the time at which the agent logs out of the agent panel
- Session Time- duration for which they were active or logged in
- LoggedIn Campaigns- The campaigns in which the agent is involved, even if
- the campaign has been deleted and if the
- Total call Time
- Total Calls – count of calls answered by the agent
- WrapUp Time- the sum of the wrap-up time of all calls
- Reconnect count- number of times an attempt to reconnect was made after
- being disconnected due to interruption
- Reconnect duration- time duration between the attempt to reconnect the call
- and the agent being able to resume it. During this time, the agent will be idle
- and not get any phone calls.
- Hold count- count of times the call was put on hold by the agent
- Hold duration- the sum of the on-hold duration for all calls
- Mute count -count of times when the call was muted by the agent
- Mute duration- total duration for all calls which were muted
- Long break count- count of long breaks taken by the agent
- Long break duration- a sum of the duration of all long breaks
- Short Break Count- count of short breaks taken by the agent
- Short Break Duration- the total sum of the duration of all short breaks
The following stats are displayed for a particular time session only.
The admin has the ability to customize reports as per their preferences through the
settings. They can check/uncheck the fields that they need or don’t need in the
report(minimum two fields required). The admin can even download these
customized reports in CSV or Excel format.
