These are summarized and detailed reports for the answered and lost calls by agent. Below, you can see a graph reflecting this information.
You can also see a detailed table with the following information:
- Answered Calls, total number of calls answered by the agent.
- Answered Calls %, call percentage of the answered calls with respect to all of the selected agents.
- Avg Call Time, average duration of the answered calls.
- Lost Calls, total number of calls not answered by an agent.
- Lost Calls %, percentage of the calls not answered with respect to all the selected agents.
- Total Call Time, duration of all the answered calls.
It is possible to see Call Details for the calls by each agent, by pressing the plus (+) symbol that is in front of the agent number.
