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When looking for a breakdown of calls your workgroup agents are answering, you typically want to see Presented Calls vs. Answered Calls — both as hard counts and as a percentage. This article covers two approaches using the Workgroups report templates.
Agent Activity Summary — All
The Agent Activity Summary - All report gives you a breakdown of Calls Presented, Calls Answered, and a percentage of Workgroup Calls Answered.
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Select the Agent Activity Summary - All report template from Standard Reports.
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Drag and drop the desired Available Values into the Values area. -
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Filter by Workgroup Name by clicking on the Workgroup Name field.
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Filter to specific agents by clicking the One or Multiple selector at the top.
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Pull in the Presented and Answered counts. The report will show Calls Presented, Calls Answered, and the percentage of Workgroup Calls Answered:
Agent Activity Detail
For a deeper breakdown — calls presented and answered by agent, calls presented and not taken, and calls Presented (Missed) — use the Agent Activity Detail report.
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Select the Agent Activity Detail report from Standard Reports and click Edit Mode, then click Preview Report.
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In the report preview, you will see logins, logouts, calls presented, and calls answered:
Any time you see a WG Call Presented not immediately followed by an Internal Workgroup Call or External Workgroup Call, that is a call the agent did not answer:
If you see a WG Call Presented (Missed), this means the agent logged out while the call was ringing — typically because the workgroup is configured to log out agents who fail to answer within the maximum rings per member.
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To focus only on Presented and Answered calls and remove Login/Logout rows, filter on Activity: click Edit Mode, click the cylinder icon next to Activity, choose Multiple, select the exclude radio button, then check Login and Logout.
Related Articles:
Related Video: Editing and Creating Reports
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