Agent Call Report in Akixi

Bill_Balvanz — Mon, 12 May 2025 17:13:37 GMT

The Agent Call Report is useful as a high level view of a call center agent's distribution of call types.

The following metrics are significant:

Legacy Metric	Akixi Metric
Name	ACD Agent Name
Calls Presented	Inbound ACD Calls
ACD Calls	Inbound ACD Answered
Outbound ACD Calls	(not used)*
Route Point Calls	(not used)*
Outbound Route Point Calls	(not used)*
Inbound Calls	Inbound Calls
Outbound Calls	Outbound Calls
Internal Calls	Inbound Internal Calls

* these metrics were not enumerated with the call center types used in Broadsoft, so they were always only going to show a null value. When we remake a report, we can improve it by eliminating junk data.

Load the Default report: Enhanced Call Center Reports > ECCR Agent Reports Agent Call
Load the report from your ECCR Agent Reports folder in the library
Modify the report
1. Open the Fields section of the Modify Report window (Basic or Advanced)
2. Remove the ACD State Icon if you want to have this report used as a historical report (ACD State Icon is a real-time metric, not a historical one. If you don't remove it, it simply will not display on the report)
3. Change the name of "Inbound Internal Calls" field to "Internal Call
4. Change the time range in the Report menu
5. Change the name of the report to something that makes sense
Hit the OK button to save these changes

This video shows these steps (video has no sound):

article Agent Call Report in Akixi in Call Center

Agent Call Report in Akixi