Combined Report

Combined Report differs from reports under Agent Reports that focus on a specific topic, such as breaks, channel interactions, quality scores, or browser events. It brings agents' session, break, and PBX call data together in a single table. This allows you to review how long agents remained connected, how much break time they used, how many incoming calls they received, and how many outgoing calls they made within a specific date range, all from the same screen.

To access this report category, follow Reports > Agent Reports > Combined Report.
You can customize the columns displayed in the reports according to your needs. To do this, click Column Manager and activate or deactivate the columns you want to display.
You can also use the AI feature to filter your reports. To do this, click the AI button at the top of the screen. Enter the criteria for the report you want to prepare in the chat window that opens and submit them. The report is automatically generated based on the criteria you enter.
You can use the filter fields at the top of the reports, such as Date and Agent, to find the data you need. You can also use the Search field to quickly filter the records in the report.
You can export the reports in this category in Excel and CSV formats.

Information Included in the Report

Agent: The name of the agent to whom the report record belongs.
Extension: The agent's extension number used in the call system.
Date: The date to which the session, break, and call information belongs.
Total Session Duration: The total time the agent remained connected to the system on the relevant date.
Total Break: The total break duration used by the agent on the relevant date.
Total Offline Duration: The total time the agent remained offline in the system.
Incoming Answered Count: The total number of incoming calls answered by the agent.
Incoming Missed Count: The total number of incoming calls that ended without being answered by the agent.
Incoming Duration: The total talk time of the incoming calls handled by the agent.
Average Incoming Talk Duration: The average talk time per incoming call handled by the agent.
Outgoing Answered Count: The total number of outgoing calls made by the agent and answered by the other party.
Outgoing Missed Count: The total number of outgoing calls made by the agent that were not answered by the other party.
Outgoing Duration: The total talk time of the outgoing calls made by the agent.
Total Count: The total number of incoming and outgoing calls for the relevant date.
Total Duration: The total talk time of incoming and outgoing calls for the relevant date.