Unity - Agent Call Report

Access Reporting

From the Unity application, click the Reports button at the top to make the Report Viewer window appear.

Run the Report

In the Report Viewer window, select Agent Call Report from the drop-down menu.

Confirm each of the fields has the correct information

• Start Period: Start time for the report.
  
  
• End Period: End time for the report.
  
  
• Real-time report: Check this box to remove the end period option from the report and run through the current interval.
  
  
• Sampling: Interval breakdown for the report
  
  
• Filters: Select either specific agents to run the report for, or select All Agents at the top of the list.
  
  
• Output Type: Choose either a PDF or Excel format
  
  

Report Output

This report outputs a pie chart summary, followed by a table breaking down the number of calls by type.

Column Header Definitions:

• Name – Name of the 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 made directly 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.