Agent Queue Report

Report Highlights

The report highlights provide important insights based on your search criteria. 

• Total Calls: The total number of calls.
• Popular Queue: Queue that received the highest number of calls.
• Popular Agent: Agent that handled the highest number of calls.
• Max Termination: The most common reason for call termination.

Input Field

The following input fields are available to customize your report.

• Click this icon to generate the report.
• Click this icon to export the report in Excel, CSV or PDF format.

• Queues: Search by queue.
• Agents: Search by agent.
• X-Axis: Select a value on which the X-axis will be based.
• Y-Axis: Select a value on which the Y-axis will be based.
• Group by: Select how to group your values.
• Date Range: Click on the icon to select the desired date range. Click on 'Apply' to save the date range selected.

Agent Queue Results

• Click on the icon to change the chart view.
• Click on the icon to export the graph in PDF format.

• Queue Stats:

• Total Time: The total call time per queue.
• Calls (%): The percent distribution of calls among queues.

• Agent Stats:

• Total Time: The total call time per agent.
• Calls (%): The percent distribution of calls among agents.

• Team Stats:

• Total Time: The total call time per team.
• Calls (%): The percent distribution of calls among teams.

• Termination Reason:

• Reason: The reason for call termination.
• Total Calls: The total number of calls per termination reason.
• Calls (%): The percent distribution of calls among reasons for termination.