NextOS Call Center: Agent Call Report

This is a report that can be run from the Supervisor Dashboard. To return to the main Supervisor Dashboard article, click here.

Report Input

Scope: Select all agents or a specific set of agents.

Type: Run reports over a selected period of time or receive real-time updates. You can also choose to schedule emailed reports at a recurring time.

Sampling: Reports can be broken down into different increments of time. For 15 or 30 minutes, the time frame of a historical report has to fall into 15 or 30-minute increments cleanly.

Output Format: Export the report into an Excel or PDF document if real-time data is not needed.

NOTE: Real-time reports can only be viewed as HTML as they are updated automatically.

Report Output

Name - Name of agent.

Calls Presented - Calls presented to the agent from the call center.

ACD Calls - Total number of ACD calls handled by the agent.

Outbound ACD Calls - Number of outbound ACD calls made by the agent.  Only answered calls are counted.

Route Point Calls - *Not supported*

Outbound Route Point Calls - *Not supported*

Inbound Calls - External calls direct to the agent.

Outbound Calls - Calls from the agent to an outside number.  Only answered calls are counted.

Internal Calls - Calls placed to or received from other extensions within the enterprise.