8.2.4 Summary Calls by Operator Report

Call Summary Report by User
The Call Summary Report by User presents the summary of each call that is dialed and
received by the user
Inbound: Presents the average time that the user spent in Talking and Work states, and the time that the pu put the calls on hold.
Outbound: Presents the average and maximum call time for the user.

Chart

Average Talk, Hold	Displays the average time that a user spends in talking and the time that the user put the calls on hold.
Avg, Max Call Time for Outbound Calls	Displays the average and maximum time that an user spends on dialed calls. The time includes time spent dialing, waiting for an answer, and talking.
Total Inbound,Outbound Calls by User	Displays the number of dialed and received calls for a user.

Fields

Inbound/ Outbound

User Name	First name and last name of the user.
User_ID	User ID of the user.
Extensions	Active extension that Unified Communications Manager has assigned to the user. This field is blank if there are no calls to or from this extension.
Total Calls	Total calls handled by user. Total Calls = Inbound calls + Outbound calls.
Total Avg Talk Time	Average time that the user spent in Talking state for all calls.
Total Max Talk Time	Maximum time that the user spent in Talking state for all calls.

Inbound – Per Extension

Extension
Total	Total calls received by the user on all extensions including internal callers and by outside parties. Total Calls Inbound = Inbound per Extension1 + Inbound per Extension2…
Avg Talk Time	Average time that the agent spent in Talking state per extension.
Max Talk Time	Maximum time that the agent spent in Talking state per extension.

Outbound – Per Extension

Extension
Total	Total calls received by the user on all extensions including internal callers and by outside parties. Total Calls Outbound = Inbound per Extension1 + Inbound per Extension2…
Avg Talk Time	Average time that the agent spent in Talking state per extension.
Max Talk Time	Maximum time that the agent spent in Talking state per extension.

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