User activity report
This tab provides call activity for each user. These high-level, user-specific numbers can serve as a good starting point for determining employee performance or training opportunities. By default, results are sorted by total duration, potentially putting your most productive users at the top. Please allow up to 6 hours for the latest data to display. Only available in English at this time.
User Activity Summary
| User Name | User associated with the call data. Click a user to view their activity summary. |
| Total Call Volume | The total number of calls to and from the user. |
| Queue | The total number of queue calls to the user. |
| Inbound Volume | The total number of calls to the user. |
| Outbound Volume | The total number of calls from the user. |
| Total Duration | The total amount of time (hh:mm:ss) the user was on calls. |
| Inbound Duration | The total amount of time (hh:mm:ss) the user was on inbound calls. |
| Outbound Duration | The total amount of time (hh:mm:ss) the user was on outbound calls. |
| Average Duration | The Total Duration divided by the Total Answered Calls. |
User Activity Details
Select a user to view a detailed log of each call to and from the selected user. Each entry shows information specific to an individual call-who was it with, when did it happen, who initiated the call, and how long it lasted. Additionally, the statistic widgets display call totals and aggregate statistics for the selected date range and search parameters.
| From | Phone number that initiated the call. |
| To | Phone number that received the call. |
| Queue | Name of queue the call came from. |
| Start Time | Date and time the call was initiated. The time zone matches your browser's time zone. Exported data displays data in both the local and GMT time zones for easier consumption. |
| Answer Time | Date and time the call was answered. |
| End Time | Date and time the call ended. |
| Duration | Total time from when the call was answered to the end of the call. |
| Disposition | Outcome of the call. See the top cause codes. |
| Call Direction | Defines whether the call was inbound or outbound to the user's line. |
| Recordings | Allows you to listen to call legs that have been recorded. |
