HELP FILE

What is the 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.

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.
Note: This will only show for customers with GoToConnect Insight Center or Support Center.
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 Call Volume.

User Activity Details

Click 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.
Note: This will only show for customers with GoToConnect Insight Center or Support Center.
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.
Tip: Click column headings to sort table data or enter search criteria (phone number, name, or subset of numbers) to find the data you need. You can add multiple search parameters to narrow your results even more.