Unity - Agent Duration 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 Duration By Skill 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 and run to the present time.
  
  
• 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

The report is divided into two sections: a chart and a table. 

Chart: Displays the total time spent in each call type in bar chart format.

Table: Shows the breakdown of time spent on calls by interval. A call is counted in the interval in which it ends.

Column Definitions:

• Name – Name of the agent.
• ACD Calls – Duration agents spent on ACD calls within this period.
• Outbound ACD Calls – Duration agents spent on outbound ACD calls within this period.
• Route Point Calls – Not currently supported.
• Outbound Route Point Calls – Not currently supported.
• Inbound Calls – Duration agents spent on calls that rang them directly (not ACD calls).
• Outbound Calls – Duration agents spent on calls made outside the enterprise.
• Internal Calls – Duration agents spent on calls received from and made to other extensions within the enterprise.