NextOS Call Center: Agent Duration Report

This report can be run from the Supervisor Dashboard. Click here to return to the Supervisor Dashboard article. 
 

From the main dashboard, select Reporting at the top right. 

Report Input

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

Type: Run reports over a selected period of time, receive real-time updates, or schedule emailed reports at a recurring time.

Sampling: The report 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 the agent.

ACD Calls - Duration agents spend on ACD calls within this period.

Outbound ACD Calls - Duration agent spent on outbound ACD calls within this period.

Route Point Calls - *Not currently supported*

Outbound Route Point Calls - *Not currently supported*

Inbound Calls - Duration agent(s) spent on calls that rang them directly (not ACD calls).

Outbound Calls - Duration agent(s) spent on calls made outside the enterprise.

Internal Calls - Duration agent spent on calls received from and made to other extensions within the enterprise.