Is there a report available where I can see total talk time by agent, team, or service for a given period of time (i.e. last 7 days, current month, etc.)?
If not, which report should I reference to do these calculations myself?
Hello Theron,
The calculation for talk time would be busy time minus hold time and ringing time. The best report for this would be the Call Detail CSV report where you can sort through all call data by agent, team, and service. You may create specialized reports based off of each item if you choose to have separate reports. These would be the service detail, team performance, and agent performance reports. Further details on how to customize reports can be found here: https://help.brightpattern.com/5.3:Custom-reporting-tutorial
Database specification for each table used for these reports can be found here: https://help.brightpattern.com/5.3:Reporting-database-specification/Purpose