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.
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Click the Filter icon on the bottom-left corner of the page to filter out the report based on the selected field.
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| Field | Description | |
|---|---|---|
| Active Calls | Total number of active calls. | |
| Calls Today | Total number of calls on a particular day. | |
| Incoming Calls | Total number of incoming calls. | |
| Incoming Answered | Total number of incoming calls that were answered. | |
| Incoming Missed | Total number of incoming calls that were missed. | |
| Outgoing Calls | Total number of outgoing calls. | |
| Outgoing Answered | Total number of outgoing calls answered. | |
| Outgoing Missed | Total number of outgoing calls dropped. | |
| Total Agents | Total number of Agents. | |
| Agents Busy | Total number of busy Agents. | |
| Agents Offline | Total number of offline Agents. | |
| Agents Available | Total number of available Agents. | |
| Agent Name | Name of the agent. | |
| Availability Status | Availability status of the agent. | |
| Availability Status Duration | Total time the Agent was available until the status last changed. | |
| Call Status | Call status of the Agent (Not on call/In a call) . | |
| Department | Name of the department in which the Agent is added. | |
| Answered Calls | Total number of outgoing and incoming calls answered by agent. | |
| Missed Calls | Total number of outgoing and incoming calls missed by agent. | |
| Total In-Call Time | Total time the agent was on call. | |
| Total Break Duration | Total time the agent was on break. | |
| Total Available Duration | Total 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.
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Updated about 1 year ago