Agent Summary

Agent Summary #

The table below shows which fields are available on the Agent Summary template.

Information Circle info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.

Agent Times #

Field Name Description Default Field?
First Away Time The first time that an agent entered the Away state.
First Logon Time The first time that an agent logged onto the telephone system.
First Ready Time The first time that an agent entered the Ready state.
Last Logoff Time The last time that an agent logged off the telephone system.
Last Logon Time The last time that an agent logged onto the telephone system.
Total Away Count The number of times that the agent transitioned into the away state.
Total Away Time The total time an agent has spent in the away state.
Total Busy ACD Count The number of times that the agent transitioned into the busy state for ACD calls.
Total Busy ACD Time The total time an agent has spent in the busy state on ACD calls.
Total Busy Non-ACD Count The number of times that the agent transitioned into the busy state for Non ACD calls.
Total Busy Non-ACD Time The total time an agent has spent in the busy state on Non ACD calls.
Total Logged On Count The number of times the agent has logged onto the telephone system.
Total Ready Count The number of times the agent transitioned to the ready state.
Total Ready Time The total time an agent has spent in the ready state.
Total Time on Duty The total time the agent has spent logged onto the telephone system.
Total Wrap Count The number of times the agent transitioned into the wrap state.
Total Wrap Time The total time an agent has spent in the wrap state.

Agent Times (Average) #

Field Name Description Default Field?
Average Away Time The average time the agent has spent in the away state.
Average Busy ACD Time The average time the agent has spent on an ACD call.
Average Busy Non-ACD Time The average time the agent has spent on a non-ACD call.
Average Ready Time The average time the agent has spent in the ready state.
Average Time on Duty The average time the agent has spent logged on to the telephone system.
Average Wrap Time The average time the agent has spent in the wrap state.

Agent Times (Max) #

Field Name Description Default Field?
Longest Away Time The longest time the agent has spent in the away state.
Longest Busy ACD Time The longest time the agent has spent on an ACD call.
Longest Busy Non-ACD Time The longest time the agent has spent on a non-ACD call.
Longest Ready Time The longest time the agent has spent in the ready state.
Longest Time on Duty The longest time the agent has spent logged on to the telephone system.
Longest Wrap Time The longest time the agent has spent in the wrap state.

Call Rates #

Field Name Description Default Field?
All Calls Rate The call rate for the period of the report for the total number of calls (external calls only).
Answered Calls Rate The call rate for the period of the report for the total number of answered calls (external calls only).
Completed Calls Rate The call rate for the period of the report for the total number of completed calls (external calls only).
Incoming Answered Rate The call rate for the period of the report for the total number of incoming answered calls (external calls only).
Incoming Calls Rate The call rate for the period of the report for the total number of incoming calls (external calls only).
Incoming Completed Rate The call rate for the period of the report for the total number of completed calls (external calls only).
Incoming Unanswered Rate The call rate for the period of the report for the total number of incoming unanswered calls (external calls only).
Outgoing Answered Rate The call rate for the period of the report for the total number of outgoing answered calls (external calls only).
Outgoing Calls Rate The call rate for the period of the report for the total number of outgoing calls (external calls only).
Outgoing Completed Rate The call rate for the period of the report for the total number of outgoing completed calls (external calls only).
Outgoing Unanswered Rate The call rate for the period of the report for the total number of outgoing unanswered calls (external calls only).
Refused Calls Rate The call rate for the period of the report for the total number of refused calls (external calls only).
Unanswered Calls Rate The call rate for the period of the report for the total number of unanswered calls (external calls only).

Call Rates (inc. IC) #

Field Name Description Default Field?
All Calls Rate (inc. IC) The call rate for the period of the report for the total number of calls including internal calls.
Answered Calls Rate (inc. IC) The call rate for the period of the report for the total number of answered calls including internal calls.
Completed Calls Rate (inc. IC) The call rate for the period of the report for the total number of completed calls including internal calls.
Incoming Answered Rate (inc. IC) The call rate for the period of the report for the total number of incoming answered calls including internal calls.
Incoming Calls Rate (inc. IC) The call rate for the period of the report for the total number of incoming calls including internal calls.
Incoming Completed Rate (inc. IC) The call rate for the period of the report for the total number of completed calls including internal calls.
Incoming Unanswered Rate (inc. IC) The call rate for the period of the report for the total number of incoming unanswered calls including internal calls.
Outgoing Answered Rate (inc. IC) The call rate for the period of the report for the total number of outgoing answered calls including internal calls.
Outgoing Calls Rate (inc. IC) The call rate for the period of the report for the total number of outgoing calls including internal calls.
Outgoing Completed Rate (inc. IC) The call rate for the period of the report for the total number of outgoing completed calls including internal calls.
Outgoing Unanswered Rate (inc. IC) The call rate for the period of the report for the total number of outgoing unanswered calls including internal calls.
Refused Calls Rate (inc. IC) The call rate for the period of the report for the total number of refused calls including internal calls.
Unanswered Calls Rate (inc. IC) The call rate for the period of the report for the total number of unanswered calls including internal calls.

Call Times #

Field Name Description Default Field?
First Answer Time The first time a call was answered during the report period.
First End Time The first time a call ended during the report period.
First Start Time The first time a call started during the report period.
Last Answer Time The time the last call was answered during the report period.
Last End Time The time the last call ended during the report period.
Last Start Time The time the last call started during the report period.

Call Times (%) #

Field Name Description Default Field?
% Hold Time The Total Hold Time as a percentage of Total Call Duration.
% Hold Time (inc. IC) The Total Hold Time (inc. IC) as a percentage of Total Call Duration (inc. IC).
% Ring Time The Total Ring Time as a percentage of Total Call Duration.
% Ring Time (inc. IC) The Total Ring Time as a percentage of Total Call Duration (inc. IC).
% Talk Time The Talk Time as a percentage of Total Call time (external calls only).
% Talk Time (inc. IC) The Talk Time as a percentage of Total Call time including internal calls.

Call Times (Average) #

Field Name Description Default Field?
Avg Call Duration The average call duration for all external calls, whether they were answered or not. This includes all incoming and outgoing calls.
Avg Hold Time The average hold duration for all calls (external calls only).
Avg Hold Time In The average hold duration for all incoming calls (external calls only).
Avg Hold Time Out The average hold duration for all outgoing calls (external calls only).
Avg Incoming Call Duration The average call duration for all incoming calls (external calls only).
Avg Outgoing Call Duration The average call duration for all outgoing calls (external calls only).
Avg Ring Time The average amount of time calls spend ringing (external calls only).
Avg Ring Time Abandoned The average amount of ring time on Abandoned calls.
Avg Ring Time In The average amount of ring time on incoming calls (external calls only).
Avg Ring Time Out The average amount of ring time on outgoing calls (external calls only).
Avg Talk Time The average talk time for all calls (external calls only).
Avg Talk Time In The average talk time for all incoming calls (external calls only).
Avg Talk Time Out The average talk time for all outgoing calls (external calls only).

Call Times (Min/Max) #

Field Name Description Default Field?
Longest Call Duration The duration of the call with the longest duration (external calls only).
Longest Hold Time The longest a call was on hold (external calls only).
Longest Hold Time In The longest an incoming call was on hold (external calls only).
Longest Hold Time Out The longest an outgoing call was on hold (external calls only).
Longest Incoming Call Duration The duration of the call with the longest duration (external calls only).
Longest Outgoing Call Duration The longest duration for a single outgoing call (external calls only).
Longest Ring Time The longest any call was ringing (external calls only).
Longest Ring Time Abandoned The ring time of the longest ringing abandoned call.
Longest Ring Time In The longest any incoming call was ringing (external calls only).
Longest Ring Time Out The longest any outgoing call was ringing (external calls only).
Longest Talk Time The longest time a single call spent in the talking state (external calls only).
Longest Talk Time In The longest time a single incoming call spent in the talking state (external calls only).
Longest Talk Time Out The longest time a single outgoing call spent in the connected state (external calls only).
Shortest Call Duration The shortest duration for a single call (external calls only).
Shortest Hold Time The shortest hold time for a single call (external calls only).
Shortest Hold Time In The shortest hold time for a single incoming call (external calls only).
Shortest Hold Time Out The shortest hold time for a single outgoing call (external calls only).
Shortest Incoming Call Duration The shortest duration for a single incoming call (external calls only).
Shortest Outgoing Call Duration The shortest duration for a single outgoing call (external calls only).
Shortest Ring Time The shortest ring time for a single call (external calls only).
Shortest Ring Time Abandoned The shortest ring time for an abandoned call.
Shortest Ring Time In The shortest ring time for a single incoming call (external calls only).
Shortest Ring Time Out The shortest ring time for a single outgoing call (external calls only).
Shortest Talk Time The shortest time a single call spent in the talking state (external calls only).
Shortest Talk Time In The shortest time a single incoming call spent in the talking state (external calls only).
Shortest Talk Time Out The shortest time a single outgoing call spent in the talking state (external calls only).

Call Times (Total) #

Field Name Description Default Field?
Total Call Duration The cumulative Call Duration for all calls (external calls only).
Total Hold Time The total call time on hold (external calls only).
Total Hold Time In The total incoming call time on hold (external calls only).
Total Hold Time Out The total outgoing call time on hold (external calls only).
Total Incoming Call Duration The cumulative Call Duration for all incoming calls (external calls only).
Total Outgoing Call Duration The cumulative Call Duration for all outgoing calls (external calls only).
Total Ring Time Total time that calls were Ringing (external calls only).
Total Ring Time Abandoned Total time that abandoned calls were Ringing.
Total Ring Time In Total time that incoming calls were Ringing (external calls only).
Total Ring Time Out Total time that outgoing calls were Ringing (external calls only).
Total Talk Time Total talk time (external calls only).
Total Talk Time In Total incoming talk time (external calls only).
Total Talk Time Out Total outgoing talk time (external calls only).

Call Times (Average) (inc. IC) #

Field Name Description Default Field?
Avg Call Duration (inc. IC) The average call duration for all calls, including internal calls.
Avg Hold Time (inc. IC) The average hold duration for all calls including internal calls.
Avg Hold Time In (inc. IC) The average hold duration for all incoming calls including internal calls.
Avg Hold Time Out (inc. IC) The average hold duration for all outgoing calls including internal calls.
Avg Incoming Call Duration (inc. IC) The average call duration for all incoming calls including internal calls.
Avg Outgoing Call Duration (inc. IC) The average call duration for all outgoing calls including internal calls.
Avg Ring Time (inc. IC) The average amount of ring time on calls, including internal calls.
Avg Ring Time In (inc. IC) The average amount of ring time on incoming calls, including internal calls.
Avg Ring Time Out (inc. IC) The average amount of ring time on outgoing calls including internal calls.
Avg Talk Time (inc. IC) The average talk time for all calls ,including internal calls.
Avg Talk Time In (inc. IC) The average talk time for all incoming calls, including internal calls.
Avg Talk Time Out (inc. IC) The average talk time for all outgoing calls, including internal calls.

Call Times (Min/Max) (inc. IC) #

Field Name Description Default Field?
Longest Call Duration (inc. IC) The longest duration for a single call, including internal calls.
Longest Hold Time (inc. IC) The longest a call was on hold, including internal calls.
Longest Hold Time In (inc. IC) The longest an incoming call was on hold, including internal calls.
Longest Hold Time Out (inc. IC) The longest an outgoing call was on hold, including internal calls.
Longest Incoming Call Duration (inc. IC) The longest duration for a single incoming call, including internal calls.
Longest Outgoing Call Duration (inc. IC) The longest duration for a single outgoing call, including internal calls.
Longest Ring Time (inc. IC) The longest any call was ringing, including internal calls.
Longest Ring Time In (inc. IC) The longest any incoming call was ringing, including internal calls.
Longest Ring Time Out (inc. IC) The longest any outgoing call was ringing, including internal calls.
Longest Talk Time (inc. IC) The longest time a single call spent in the connected state, including internal calls.
Longest Talk Time In (inc. IC) The longest time a single incoming call spent in the connected state, including internal calls.
Longest Talk Time Out (inc. IC) The longest time a single outgoing call spent in the connected state, including internal calls.
Shortest Call Duration (inc. IC) The shortest duration for a single call, including internal calls.
Shortest Hold Time (inc. IC) The shortest hold time for a single call, including internal calls.
Shortest Hold Time In (inc. IC) The shortest hold time for a single incoming call, including internal calls.
Shortest Hold Time Out (inc. IC) The shortest hold time for a single outgoing call, including internal calls.
Shortest Incoming Call Duration (inc. IC) The shortest duration for a single incoming call, including internal calls.
Shortest Outgoing Call Duration (inc. IC) The shortest duration for a single outgoing call, including internal calls.
Shortest Ring Time (inc. IC) The shortest ring time for a single call, including internal calls.
Shortest Ring Time In (inc. IC) The shortest ring time for a single incoming call, including internal calls.
Shortest Ring Time Out (inc. IC) The shortest ring time for a single outgoing call, including internal calls.
Shortest Talk Time (inc. IC) The shortest time a single call spent in the talking state, including internal calls.
Shortest Talk Time In (inc. IC) The shortest time a single incoming call spent in the talking state, including internal calls.
Shortest Talk Time Out (inc. IC) The shortest time a single outgoing call spent in the talking state, including internal calls.

Call Times (Total) (inc. IC) #

Field Name Description Default Field?
Total Call Duration (inc. IC) The cumulative Call Duration for all calls, including internal calls.
Total Hold Time (inc. IC) The total call time on hold including internal calls.
Total Hold Time In (inc. IC) The total incoming call time on hold including internal calls.
Total Hold Time Out (inc. IC) The total outgoing call time on hold including internal calls.
Total Incoming Call Duration (inc. IC) The cumulative Call Duration for all incoming calls, including internal calls.
Total Outgoing Call Duration (inc. IC) The cumulative Call Duration for all outgoing calls, including internal calls.
Total Ring Time (inc. IC) Total time that calls were Ringing including internal calls.
Total Ring Time In (inc. IC) Total time that incoming calls were Ringing including internal calls.
Total Ring Time Out (inc. IC) Total time that outgoing calls were Ringing including internal calls.
Total Talk Time (inc. IC) Total talk time including internal calls.
Total Talk Time In (inc. IC) Total incoming talk time including internal calls.
Total Talk Time Out (inc. IC) Total outgoing talk time including internal calls.

Call Totals #

Field Name Description Default Field?
Abandoned Calls The total number of Abandoned Calls (external calls only).
All Calls The total number of calls (external calls only).
Answered Calls The total number of calls answered (external calls only).
Completed Calls The total number of completed calls (external calls only).
Incoming Answered The total number of incoming calls answered (external calls only).
Incoming Calls The total number of incoming calls (external calls only).
Incoming Completed The total number of incoming completed calls (external calls only).
Incoming Unanswered The total number of incoming calls unanswered (external calls only).
Incoming with Caller ID Total number of Incoming calls with CLI presented.
Outgoing Answered Total number of Outgoing calls answered (external calls only).
Outgoing Calls Total number of Outgoing calls (external calls only).
Outgoing Completed Total number of Outgoing calls completed (external calls only).
Outgoing Unanswered Total number of Outgoing calls unanswered (external calls only).
Overflowed In Total Calls that Overflowed In (external calls only).
Overflowed Out Total Calls that Overflowed Out (external calls only).
Refused Calls Total number of refused calls (external calls only).
Short Answered Calls Total number of Short Answered calls (external calls only).
Transferred In The total number of Transferred In to this device (external calls only).
Transferred Out The total number of Transferred Out from this device (external calls only).
Trunk to Trunk Calls The total number of calls that include both an incoming and outgoing trunks.
Unanswered Calls The total number of calls unanswered (external calls only).

Call Totals (%) #

Field Name Description Default Field?
% Abandoned Calls The number of Abandoned Calls as a percentage of Incoming Calls.
% Answered The number of Answered Calls as a percentage of All Calls.
% Completed The number of Completed Calls calls as a percentage of All Calls.
% Incoming Answered The number of Incoming Answered calls as a percentage of All Calls.
% Incoming Calls The number of Incoming Calls as a percentage of All Calls.
% Incoming Completed The number of Incoming Completed calls as a percentage of Incoming Calls.
% Incoming Unanswered The number of Incoming Unanswered calls as a percentage of All Calls.
% Outgoing Answered The number of Outgoing Answered as a percentage of Outgoing Calls.
% Outgoing Calls The number of Outgoing Calls as a percentage of All Calls.
% Outgoing Completed The number of Outgoing Completed calls as a percentage of Outgoing Calls.
% Outgoing Unanswered The number of Outgoing Unanswered as a percentage of Outgoing Calls.
% Refused Calls The number of Refused Calls as a percentage of Incoming Calls.
% Short Answered Calls The number of Short Answered Calls as a percentage of All Calls.
% Unanswered The number of Unanswered Calls as a percentage of All Calls.

Call Totals (inc. IC) #

Field Name Description Default Field?
All Calls (inc. IC) The total number of calls including internal calls.
Answered Calls (inc. IC) The total number of calls answered including internal calls.
Completed Calls (inc. IC) The total number of completed calls, including internal calls.
Incoming Answered (inc. IC) The total number of incoming calls answered including internal calls.
Incoming Calls (inc. IC) The total number of incoming calls including internal calls.
Incoming Completed (inc. IC) The total number of incoming completed calls including internal calls.
Incoming Unanswered (inc. IC) The total number of incoming calls unanswered including internal calls.
Internal Calls Total number of Internal Calls.
Outgoing Answered (inc. IC) Total number of Outgoing calls answered including internal calls.
Outgoing Calls (inc. IC) Total number of Outgoing calls including internal calls.
Outgoing Completed (inc. IC) Total number of Outgoing calls completed including internal calls.
Outgoing Unanswered (inc. IC) Total number of Outgoing calls unanswered including internal calls.
Overflowed In (inc. IC) Total Calls that Overflowed In including internal calls.
Overflowed Out (inc. IC) Total Calls that Overflowed Out including internal calls.
Refused Calls (inc. IC) Total number of refused calls including internal calls.
Short Answered Calls (inc. IC) Total number of Short Answered calls including internal calls.
Transferred In (inc. IC) The total number of Transferred In to this device, including internal calls.
Transferred Out (inc. IC) The total number of Transferred Out from this device, including internal calls.
Unanswered Calls (inc. IC) The total number of calls uunanswered including internal calls.

Call Totals (%) (inc. IC) #

Field Name Description Default Field?
% Answered (inc. IC) The number of Answered Calls (inc. IC) as a percentage of All Calls (inc. IC).
% Completed (inc. IC) The number of Completed Calls (inc. IC) calls as a percentage of All Calls (inc. IC).
% Incoming Answered (inc. IC) The number of Incoming Answered (inc. IC) calls as a percentage of All Calls (inc. IC).
% Incoming Calls (inc. IC) The number of Incoming Calls (inc. IC) as a percentage of All Calls (inc. IC).
% Incoming Completed (inc. IC) The number of Incoming Completed (inc. IC) calls as a percentage of All Calls (inc. IC).
% Incoming Unanswered (inc. IC) The number of Incoming Unanswered (inc. IC) calls as a percentage of All Calls (inc. IC).
% Outgoing Answered (inc. IC) The number of Outgoing Answered (inc. IC) as a percentage of Outgoing Calls (inc. IC).
% Outgoing Calls (inc. IC) The number of Outgoing Calls as a percentage of All Calls (inc. IC).
% Outgoing Completed (inc. IC) The number of Outgoing Completed (inc. IC) calls as a percentage of Outgoing Calls (inc. IC).
% Outgoing Unanswered (inc. IC) The number of Outgoing Unanswered (inc. IC) as a percentage of Outgoing Calls (inc. IC).
% Refused Calls (inc. IC) The number of Refused Calls (inc. IC) as a percentage of Incoming Calls (inc. IC).
% Unanswered (inc. IC) The number of Unanswered Calls (inc. IC) as a percentage of All Calls (inc. IC).

Users / Devices #

Field Name Description Default Field?
Account ID The ID of the communication system being monitored.
Account Name The name of the communication system being monitored.
Agent Name The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent.
Agent Number The Agent Number (Presence ID) of the Agent.

Report's Call Totals (%) #

Field Name Description Default Field?
% Total Abandoned The number of Abandoned Calls as a percentage of the Abandoned Calls for the report.
% Total All Calls The number of All Calls as a percentage of the total number of All Calls on the report.
% Total Answered Calls The number of Answered Calls as a percentage of the total number of Answered Calls on the report.
% Total Completed Calls The number of Completed Calls as a percentage of the total number of Completed Calls on the report.
% Total Incoming Answered The number of Incoming Answered as a percentage of the total number of Incoming Answered on the report.
% Total Incoming Calls The number of Incoming Calls as a percentage of the total number of Incoming Calls on the report.
% Total Incoming Completed The number of Incoming Completed as a percentage of the Incoming Completed for the report.
% Total Incoming Unanswered The number of Incoming Unanswered as a percentage of the total number of Incoming Unanswered on the report.
% Total Outgoing Answered The number of Outgoing Answered as a percentage of the Outgoing Answered for the report.
% Total Outgoing Calls The number of Outgoing Calls as a percentage of the Outgoing Calls for the report.
% Total Outgoing Completed The number of Outgoing Completed as a percentage of the Outgoing Completed for the report.
% Total Outgoing Unanswered The number of Outgoing Unanswered as a percentage of the Outgoing Unanswered for the report.
% Total Refused Calls The number of Refused Calls as a percentage of the Refused Calls for the report.
% Total Short Answered Calls The number of Short Answered Calls as a percentage of the Short Answered Calls for the report.
% Total Unanswered Calls The number of Unanswered Calls as a percentage of the total number of Unanswered Calls on the report.

Report's Call Totals (%) (inc. IC) #

Field Name Description Default Field?
% Total All Calls (inc. IC) The number of All Calls (inc. IC) as a percentage of the total number of All Calls (inc. IC) on the report.
% Total Answered Calls (inc. IC) The number of Answered Calls (inc. IC) as a percentage of the total number of Answered Calls (inc. IC) on the report.
% Total CompIeted Calls (inc. IC) The number of Completed Calls (inc. IC) as a percentage of the total number of Completed Calls (inc. IC) on the report.
% Total Incoming Answered (inc. IC) The number of Incoming Answered (inc. IC) as a percentage of the total number of Incoming Answered (inc. IC) on the report.
% Total Incoming Calls (inc. IC) The number of Incoming Calls (inc. IC) as a percentage of the Incoming Calls (inc. IC) for the report.
% Total Incoming CompIeted (inc. IC) The number of Incoming Completed (inc. IC) as a percentage of the Incoming Completed (inc. IC) for the report.
% Total Incoming Unanswered (inc. IC) The number of Incoming Unanswered (inc. IC) as a percentage of the total number of Incoming Unanswered (inc. IC) on the report.
% Total Outgoing Answered (inc. IC) The number of Outgoing Answered (inc. IC) as a percentage of the Outgoing Answered (inc. IC) for the report.
% Total Outgoing Calls (inc. IC) The number of Outgoing Calls (inc. IC) as a percentage of the Outgoing Calls (inc. IC) for the report.
% Total Outgoing Completed (inc. IC) The number of Outgoing Completed (inc. IC) as a percentage of the Outgoing Completed (inc. IC) for the report.
% Total Outgoing Unanswered (inc. IC) The number of Outgoing Unanswered (inc. IC) as a percentage of the Outgoing Unanswered (inc. IC) for the report.
% Total Refused Calls (inc. IC) The number of Refused Calls (inc. IC) as a percentage of the Refused Calls (inc. IC) for the report.
% Total Short Answered Calls (inc. IC) The number of Short Answered Calls (inc. IC) as a percentage of the Short Answered Calls (inc. IC) for the report.
% Total Unanswered Calls (inc. IC) The number of Unanswered Calls (inc. IC) as a percentage of the total number of Unanswered Calls (inc. IC) on the report.

Report's Service Level Totals (%) #

Field Name Description Default Field?
% Total Abandoned > SLOver The number of Abandoned > SLOver as a percentage of the Abandoned > SLOver for the report.
% Total Abandoned ≤ SL1 The number of Abandoned ≤ SL1 as a percentage of the Abandoned ≤ SL1 for the report.
% Total Abandoned ≤ SL10 The number of Abandoned ≤ SL10 as a percentage of the Abandoned ≤ SL10 for the report.
% Total Abandoned ≤ SL11 The number of Abandoned ≤ SL11 as a percentage of the Abandoned ≤ SL11 for the report.
% Total Abandoned ≤ SL12 The number of Abandoned ≤ SL12 as a percentage of the Abandoned ≤ SL12 for the report.
% Total Abandoned ≤ SL2 The number of Abandoned ≤ SL2 as a percentage of the Abandoned ≤ SL2 for the report.
% Total Abandoned ≤ SL3 The number of Abandoned ≤ SL3 as a percentage of the Abandoned ≤ SL3 for the report.
% Total Abandoned ≤ SL4 The number of Abandoned ≤ SL4 as a percentage of the Abandoned ≤ SL4 for the report.
% Total Abandoned ≤ SL5 The number of Abandoned ≤ SL5 as a percentage of the Abandoned ≤ SL5 for the report.
% Total Abandoned ≤ SL6 The number of Abandoned ≤ SL6 as a percentage of the Abandoned ≤ SL6 for the report.
% Total Abandoned ≤ SL7 The number of Abandoned ≤ SL7 as a percentage of the Abandoned ≤ SL7 for the report.
% Total Abandoned ≤ SL8 The number of Abandoned ≤ SL8 as a percentage of the Abandoned ≤ SL8 for the report.
% Total Abandoned ≤ SL9 The number of Abandoned ≤ SL9 as a percentage of the Abandoned ≤ SL9 for the report.
% Total Answered > SLOver The number of Answered > SLOver as a percentage of the Answered > SLOver for the report.
% Total Answered ≤ SL1 The number of Answered ≤ SL1 as a percentage of the Answered ≤ SL1 for the report.
% Total Answered ≤ SL10 The number of Answered ≤ SL10 as a percentage of the Answered ≤ SL10 for the report.
% Total Answered ≤ SL11 The number of Answered ≤ SL11 as a percentage of the Answered ≤ SL11 for the report.
% Total Answered ≤ SL12 The number of Answered ≤ SL12 as a percentage of the Answered ≤ SL12 for the report.
% Total Answered ≤ SL2 The number of Answered ≤ SL2 as a percentage of the Answered ≤ SL2 for the report.
% Total Answered ≤ SL3 The number of Answered ≤ SL3 as a percentage of the Answered ≤ SL3 for the report.
% Total Answered ≤ SL4 The number of Answered ≤ SL4 as a percentage of the Answered ≤ SL4 for the report.
% Total Answered ≤ SL5 The number of Answered ≤ SL5 as a percentage of the Answered ≤ SL5 for the report.
% Total Answered ≤ SL6 The number of Answered ≤ SL6 as a percentage of the Answered ≤ SL6 for the report.
% Total Answered ≤ SL7 The number of Answered ≤ SL7 as a percentage of the Answered ≤ SL7 for the report.
% Total Answered ≤ SL8 The number of Answered ≤ SL8 as a percentage of the Answered ≤ SL8 for the report.
% Total Answered ≤ SL9 The number of Answered ≤ SL9 as a percentage of the Answered ≤ SL9 for the report.

Service Levels #

Field Name Description Default Field?
Abandoned > SLOver The total number of incoming calls abandoned outside service level.
Abandoned ≤ SL1 The total number of incoming calls abandoned inside service level 1.
Abandoned ≤ SL10 The total number of incoming calls abandoned inside service level 10.
Abandoned ≤ SL11 The total number of incoming calls abandoned inside service level 11.
Abandoned ≤ SL12 The total number of incoming calls abandoned inside service level 12.
Abandoned ≤ SL2 The total number of incoming calls abandoned inside service level 2.
Abandoned ≤ SL3 The total number of incoming calls abandoned inside service level 3.
Abandoned ≤ SL4 The total number of incoming calls abandoned inside service level 4.
Abandoned ≤ SL5 The total number of incoming calls abandoned inside service level 5.
Abandoned ≤ SL6 The total number of incoming calls abandoned inside service level 6.
Abandoned ≤ SL7 The total number of incoming calls abandoned inside service level 7.
Abandoned ≤ SL8 The total number of incoming calls abandoned inside service level 8.
Abandoned ≤ SL9 The total number of incoming calls abandoned inside service level 9.
Answered > SLOver The total number of Incoming Answered, answered outside service level.
Answered ≤ SL1 The total number of Incoming Answered, answered inside service level 1.
Answered ≤ SL10 The total number of Incoming Answered, answered inside service level 10.
Answered ≤ SL11 The total number of Incoming Answered, answered inside service level 11.
Answered ≤ SL12 The total number of Incoming Answered, answered inside service level 12.
Answered ≤ SL2 The total number of Incoming Answered, answered inside service level 2.
Answered ≤ SL3 The total number of Incoming Answered, answered inside service level 3.
Answered ≤ SL4 The total number of Incoming Answered, answered inside service level 4.
Answered ≤ SL5 The total number of Incoming Answered, answered inside service level 5.
Answered ≤ SL6 The total number of Incoming Answered, answered inside service level 6.
Answered ≤ SL7 The total number of Incoming Answered, answered inside service level 7.
Answered ≤ SL8 The total number of Incoming Answered, answered inside service level 8.
Answered ≤ SL9 The total number of Incoming Answered, answered inside service level 9.

Service Level Totals (%) #

Field Name Description Default Field?
% Abandoned > SLOver The number of Abandoned > SLOver as a percentage of Incoming Calls.
% Abandoned ≤ SL1 The number of Abandoned ≤ SL1 as a percentage of Incoming Calls.
% Abandoned ≤ SL10 The number of Abandoned ≤ SL10 as a percentage of Incoming Calls.
% Abandoned ≤ SL11 The number of Abandoned ≤ SL11 as a percentage of Incoming Calls.
% Abandoned ≤ SL12 The number of Abandoned ≤ SL12 as a percentage of Incoming Calls.
% Abandoned ≤ SL2 The number of Abandoned ≤ SL2 as a percentage of Incoming Calls.
% Abandoned ≤ SL3 The number of Abandoned ≤ SL3 as a percentage of Incoming Calls.
% Abandoned ≤ SL4 The number of Abandoned ≤ SL4 as a percentage of Incoming Calls.
% Abandoned ≤ SL5 The number of Abandoned ≤ SL5 as a percentage of Incoming Calls.
% Abandoned ≤ SL6 The number of Abandoned ≤ SL6 as a percentage of Incoming Calls.
% Abandoned ≤ SL7 The number of Abandoned ≤ SL7 as a percentage of Incoming Calls.
% Abandoned ≤ SL8 The number of Abandoned ≤ SL8 as a percentage of Incoming Calls.
% Abandoned ≤ SL9 The number of Abandoned ≤ SL9 as a percentage of Incoming Calls.
% Answered > SLOver The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.
% Answered ≤ SL1 The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.
% Answered ≤ SL10 The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.
% Answered ≤ SL11 The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.
% Answered ≤ SL12 The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.
% Answered ≤ SL2 The number of Answered ≤ SL2 calls as a percentage of Incoming Calls.
% Answered ≤ SL3 The number of Answered ≤ SL3 calls as a percentage of Incoming Calls.
% Answered ≤ SL4 The number of Answered ≤ SL4 calls as a percentage of Incoming Calls.
% Answered ≤ SL5 The number of Answered ≤ SL5 calls as a percentage of Incoming Calls.
% Answered ≤ SL6 The number of Answered ≤ SL6 calls as a percentage of Incoming Calls.
% Answered ≤ SL7 The number of Answered ≤ SL7 calls as a percentage of Incoming Calls.
% Answered ≤ SL8 The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.
% Answered ≤ SL9 The number of Answered ≤ SL1 calls as a percentage of Incoming Calls.

Filter Fields #

This section outlines which filter fields can be used on the Agent Summary template.

Field Name Description
Abandoned An incoming call that was not answered by an device/agent/user or relevant Mailbox/Voicemail.
Answered Indicates whether the call or call segment was answered or not (Yes or No).
Call Direction The direction of this call segment, either (In)coming or (Out)going for external calls, (Both) for trunk-to-trunk calls and N/A for internal calls. Note: Internal calls will only show a direction on reports/tiles where the data is grouped by a user/agent.
Call Duration The total duration for this call or call segment including ring, hold and talk durations.
Device Name The device name(s) that were involved in this call segment. On internal and conference calls there may be more than one device.
Device Number The device number(s) that were involved in this call segment. On internal and conference calls there may be more than one device.
DID Name/Presentation Name The DID name or the presentation number name.
DID/Presentation Number The DID number or the presentation number.
Direct Inward Dial The significant Direct Inward Dial (DID) digits received from the network provider to identify a call originated via a particular DID number.
Hold Time The total time this call segment spent on hold.
Number Type The type (Local, National or International) for the Caller ID number.
Outside Number The telephone number associated with this call. This applies to external calls only.
Overflowed In Indicates whether the call overflowed in from a queue or group.
Overflowed Out Indicates whether the call overflowed out to another location.
Queue Name The name of the queue the current call segment was presented from.
Queue Number The number of the queue the current call segment was presented from.
Refused Call was refused, not answered by an Agent/User it was presented to (but may have been answered by another).
Ring Time The ring duration of the call or call segment.
Short Answered A call is designated as Short Answered if the Talk Time is less than the Short Answered threshold value. The Short Answered call threshold is a configurable setting which can be used to control which calls are classed as Short Answered calls.
Short Ringing A call is designated as Short Ringing when it is not answered and has a ring duration less than the Short Ringing call threshold. The Short Ringing call threshold is a configurable setting which can be used to control which calls are classed as Short Ringing calls.
Start Time The time the call or call segment started ringing.
Talk Time The duration this call segment was in the answered state.