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Header Item
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Explanation
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Report Properties
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Shows the report type and the name of the report.
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Report Period
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The selected time frame over which the agent statistics will be reported.
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Recurrence
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Whether the report is a recurring report. If not, it is created as a one time report.
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Scheduled at
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The date (dd/mm/yyyy) and time (hh:mm), when the report has been generated.
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Included extensions
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List of the agents extensions included in the report. If agents have been manually selected for the report, they are listed with their extensions.
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Recipients (X)
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The recipients that have been selected to receive the report are listed with their email addresses.
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Scheduled by
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Email address of the person who created the report.
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Description
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Description of the report optionally added by the owner of the report.
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Table Item
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Explanation
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Agent Name
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Listing the names of the agent(s).
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Agent Extension
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Listing the extension numbers of the agent(s).
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Offered Calls
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Number of inbound calls offered to the respective agent.
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Answered Calls
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Number of inbound calls answered by the agent.
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Unanswered Calls
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Number of inbound calls in which the agent did not respond and the call was redirected back to the queue.
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Declined Calls
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Number of calls declined by the agent.
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Picked up Calls
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Number of calls to the queue picked up (using *8) by another user than the agent to which the call was offered.
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Redirected Calls
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Number of calls forwarded or transferred by the agent.
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Average Talk Time
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The average talk time of all inbound calls handled by the agent.
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Total Talk Time
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The total talk time of all inbound calls handled by the agent.
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