Agent Real Time Report

The Agent Real Time Report allows you to view real-time data of agents, current status, the number of outgoing and incoming calls handled, their total available time, and overall break and in-call time.

Note: Status will be reset to 0 every time there is a change in agent availability, and the report will be refreshed automatically every 3 seconds.

Note: For Agent real time report to be visible at agent login, turn off manage multiple login under Profile page.

Click on Reporting > Agent Real Time Report tab on the side navigation to view it.

Agent real time report

Click the Filter icon on the bottom-left corner of the page to filter out the report based on the selected field.

Agent real time report

FieldDescription
Active CallsTotal number of active calls.
Calls TodayTotal number of calls on a particular day.
Incoming CallsTotal number of incoming calls.
Incoming AnsweredTotal number of incoming calls that were answered.
Incoming MissedTotal number of incoming calls that were missed.
Outgoing CallsTotal number of outgoing calls.
Outgoing AnsweredTotal number of outgoing calls answered.
Outgoing MissedTotal number of outgoing calls dropped.
Total AgentsTotal number of Agents.
Agents BusyTotal number of busy Agents.
Agents OfflineTotal number of offline Agents.
Agents AvailableTotal number of available Agents.
Agent NameName of the agent.
Availability StatusAvailability status of the agent.
Availability Status DurationTotal time the Agent was available until the status last changed.
Call StatusCall status of the Agent (Not on call/In a call) .
DepartmentName of the department in which the Agent is added.
Answered CallsTotal number of outgoing and incoming calls answered by agent.
Missed CallsTotal number of outgoing and incoming calls missed by agent.
Total In-Call TimeTotal time the agent was on call.
Total Break DurationTotal time the agent was on break.
Total Available DurationTotal time the agent was available.

Color Significance

Click the + icon on the bottom-right corner of the page to view the significance of each color in the report.

Agent real time report