User Call Summary Report

The User Call Summary report displays summarized interaction data for each agent within the specified period of time. The summarized data is displayed in a table and a pie chart.

Note:  This report is grouped by User ID (Agents) and includes a summary of interactions, grouped by date, in which the Agent was the last User to handle the interaction. The data in this report displays a summary of the interactions, such as Count and Duration, and does not provide summary data for the User. For user-specific information, such as Talk time, and Hold time, run the User Productivity report. For workgroup data, such as associating calls to specific workgroups, run Queue reports.

The table displays the information for each user, by day, including:

• Number, duration, and average duration of interactions—such as: calls, chats, e-mails, and social conversation

• Number, duration, average duration, and call type—External or Intercom—for Inbound interactions

• Number, duration, average duration, and call type—External or Intercom—for Outbound interactions

The pie chart displays a comparison of percentages of the types of interactions for the user within the specified period of time, by:

• Inbound/External

• Inbound/Intercom

• Outbound/External

• Outbound/Intercom

Parameters

The following parameters can be specified for the User Call Summary report:

• Date/Time Connected

• Date/Time Initiated

• Call Type

• Call Direction

• Media Type

• Site ID

• Last Associated IC User

• User List

Sample report

Click on the image below to view a sample of this report.

Report Element Descriptions

Stored Procedure

• sprpt_IntxDetail2

• sprpt_IntxDetail_count2

Tables

• Calldetail_viw