The Call Duration report allows you to view and analyze the length of calls within a specific period, helping you monitor agent productivity and identify trends.
To generate reports based on call duration:
Log in to the CR&A UI.
Click Reporting menu.
On the Reporting page, click Call Duration.
From the Select Report Criteria drop-down list, select how the user want to evaluate their call duration, such as:
By day
By day of the month
By month
By month of year
By agent by day
By agent by day of the month
By agent by month
By agent by month of year
By extension by day
By extension by day of the month
By extension by month
By extension by month of year
Select the applicable time zone from the drop-down list.
Select the applicable period:
From Select Chart Display Values, select any or more options based on your requirement:
Include Internal Calls
Include External Calls
Include Total Calls
Include Empty Values
Select one or multiple agents from the Agents & Groups section.
Select one or multiple extensions from the Extensions section.
Click Generate Report to display the report results.
If the report includes a large amount of call, the warning is displayed.
Click Continue.
The report is displayed.