Agent Call Summary Report

This report measures the call summary of the agents in a contact center for all Mode Types and all Metrics.

The reports vary in the fields selected. If only call metrics are selected and the report generates all the information available about the call. If the mode type is selected, then only the calls landed, and the connected call information will be generated. You can also select multiple things like Mode Type, and Call Metrics and then opt for which information you need.

The data in this report can be accessed quickly using the below filters to generate a report on all the calls handled by the agents in the contact center

  • From Date
  • To Date
  • Date Format
  • Mode Type
  • Metrics
  • Agents

Supervisors of contact centers will find this report useful to understand the number of calls connected to an agent and his performance.

Instructions on how to generate it are available by clicking here.