Last update: 09/04/2025
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Agent Report reading
Agent's name - set in the system during the onboarding, first and last name of the specific system user.
Number of outgoing calls - The number of telephone calls initiated by the user outside. Outbound calls are those initiated by the agent to the customer (as opposed to inbound calls initiated by the customer). This indicator shows how many calls the agent made outside during a given period.
Number of incoming calls - number of calls received (answered and unanswered) by the agent. An incoming call to an agent is counted as one, regardless of the number of times the system offered the incoming call to the agent.
Number of missed calls - the number of incoming calls that were offered by the system, but not answered by the agent. This means that callers did not get an answer from the specific agent.
Number of incoming calls during DND - The number of calls that came in to an agent while they had Do Not Disturb (DND) mode enabled. Do Not Disturb (DND) is a system feature that prevents calls to a specific user from being made – when an agent sets themselves to DND mode, calls will not ring to them. Instead, they may be automatically forwarded to other available agents. This metric shows how many calls tried to reach an agent while they were unavailable (DND), which usually means that those calls were handled differently (e.g. transferred to a colleague or not handled at that time). Because DND blocks calls to an agent from ringing, calls in this state were neither answered nor rejected by the agent, but simply bypassed their phone.
Number of rejected calls - the number of calls that were intentionally rejected by the agent. Rejecting a call means that when the phone was ringing to the user, they intentionally did not accept the call (pressed the reject button).
Average incoming call time [s] - the average duration of a telephone call handled by the agent, measured in seconds. In other words, it is the average time spent talking to a customer from the moment the call is answered to the end of the call
Average outgoing call time [s] – the average duration of a single outgoing call, measured in seconds. It shows how long, on average, each call lasts.
Total incoming calls time [s] - the total duration of all telephone calls handled by the agent, measured in seconds. In other words, it is the total time spent talking to customers within the selected timeframe.
Total outgoing calls time [s] – the total duration of all outgoing calls, in seconds. This is the sum of all time spent on outgoing calls during the given period or by a specific user.
Average answer time [s] - This is the average time from the moment the system receives an incoming call to the moment it is answered by an agent. This average is influenced by factors such as user response time (call answer time), length of voice messages, and time spent by customers making selections in the IVR).