The statistics overview in the call log

Step 1 – Who has access?

• All users in a response group .

• Supervisors in the group.

• Users with Full Search and Playback permissions .

The statistics overview shows a leaderboard and an overview for the groups you have selected in your search.

Step 2 – Open the statistics overview

1. First, do a search in the call log.

2. Click Show statistics overview .

Step 3 – Leaderboard

• Showing results per agent in the response group:

  • Outgoing calls

  • Incoming answered

  • Incoming interrupted

Step 4 – Statistics overview

• Presents the group's overall performance and which agents are performing best.

• Detailed statistics show:

  • Incoming calls

  • Outgoing calls

  • Missed calls

  • Average call time

  • Total talk time

• At the agent level, the same statistics are displayed, but broken down by agent.