Research & Evidence

Research & Evidence is a report category that allows you to analyze agent behavior and noteworthy patterns during call management processes. This category enables you to analyze transfer, hold, and call termination behavior.

• To access this report category, follow Reports > Management Reports > Research & Evidence from the left-hand menu.
• This category includes the Suspicious Agent Behavior (Gaming Detection) report.

1. Suspicious Agent Behavior (Gaming Detection)

The Suspicious Agent Behavior (Gaming Detection) report allows you to examine agent behavior across inbound and outbound calls. You can use this report to analyze behaviors such as quick transfers, calls dropped shortly after being answered, and agent-initiated call termination.

• To access this report, follow Reports > Management Reports > Research & Evidence > Suspicious Agent Behavior (Gaming Detection).
• You can filter the report using the Date, Min. Calls, and Threshold fields at the top of the screen.

Switch between the Inbound and Outbound tabs to review behavior for each call type separately.

The report includes the following information:

• Quick Transfer: The percentage of calls transferred to another destination within a short period.
• Post-Answer Drop: The percentage of calls terminated shortly after being answered.
• Agent Hang-Up: The percentage of calls terminated by the agent.

Inbound Call Behavior

Inbound Call Behavior allows you to examine how agents handle, hold, transfer, and terminate incoming calls.

The report includes the following information:

• Agent: The agent associated with the call behavior data.
• Answered: The total number of calls answered by the agent.
• Quick Transfer %: The percentage of calls transferred to another destination within a short period.
• Post-Answer Drop %: The percentage of calls terminated shortly after being answered.
• Phantom Answer %: The percentage of calls identified by the system as phantom answers.
• Late Answer %: The percentage of calls answered with a delay.
• Agent Hang-Up %: The percentage of calls terminated by the agent.
• 24h Repeat %: The percentage of calls followed by another call within 24 hours.
• Long Hold %: The percentage of calls placed on hold for an extended period.
• Ignored Call %: The percentage of calls that were not answered by the agent and were classified as ignored.

Outbound Call Behavior

Outbound Call Behavior allows you to examine agent behavior during outgoing calls. This section enables you to analyze short-duration ringing, calls where no connection is established, short conversations, and repeated calls.

The report includes the following information:

• Agent: The agent associated with the outbound call behavior data.
• Short Ring Abandonment %: Behavioral data relating to calls terminated after the dialed number rang for a short period.
• Not Connected %: The percentage of outbound calls in which no connection was established with the other party.
• Short Call %: The percentage of calls completed in less than the specified duration.
• Repeat Call %: The percentage of repeated calls to the same number.