---
title: "Agent Report - Columns"
canonical: "https://help.telegra.de/space/MCCE/9561348869611/Agent%20Report%20-%20Columns"
format: markdown
---
![Verfügbare Spalten für Agenten-Reports](media://62183a7f-de0f-40ca-9e60-2c784c7bdbfe)

The following columns are available in the Agent Report:

|  |  |
| --- | --- |
| **Column Name** | **Description** |
| Total Calls | The total number of call attempts to the agent. This includes calls that were assigned to the agent but were not answered by the agent because the agent was busy, the caller hung up, or the agent's maximum allowed answer time was reached. |
| Connected Calls | The total number of calls that the agent answered (including calls where the call hung up during a possible whisper). |
| Not Connected Calls | The total number of call attempts to the agent that were not answered by the agent. (Dial attempts - Connected calls). |
| Busy Calls | The number of call attempts to the agent that were not answered because the agent was busy. |
| Contact Hung Ups | The number of call attempts to the agent that were not answered because the caller hung up first. |
| Missed Calls (Time Out) | The number of call attempts to the agent that were not answered because the agent's maximum allowed answer time was exceeded. |
| Calls Failed Other | The number of call attempts that could not be forwarded to the agent for other reasons, such as connection problems. |
| Availability | The total percentage of call attempts that were answered by the agent. |
| Total Call Length | The total duration (in minutes) of all calls handled by the agent, measured from the time the agent was dialed to the time the agent transferred or terminated the call. |
| Average Call Length | The average call duration (in seconds) measured from the time the agent is dialed to the time the call is transferred or terminated. |
| Average User Response Time | The average time (in seconds) that calls took to be connected to the agent, measured from the time the agent was dialed to the time the agent answered the call. |
| Total Talk Time | The total time (in minutes) that the agent has spoken to callers. |
| Average Talk Time | The average time (in seconds) that the agent spoke to callers. |
| Total Wrap Up Timre | The total amount of post-processing time (in minutes) for this agent in the selected time period. |
| Average Wrap Up Timre | The average wrap-up time (in seconds) for this agent in the selected time period per call. |