You can now run a 3-way call Report using Custom Report - Agent 3 Way Call Report. This is helpful if you would like to see how long agents spend on a conference/3-way call.
To run the Agent 3 Way Call Report, on the Admin Page go to Reports > Custom Report > Common Reports > Agent 3 Way Calls Report.
This will show the list of your agents that had 3 way/conference calls.
- Talk Time - (from the start of the call to the moment the 3way call end)
- Agent Talk Time - (time agent talk to the lead and time agent on the 3way call with the lead),
- Agent 3way Talk Time - (time from the moment the agent start the 3way call until the agent left the 3way call),
- 3way Talk Time - (time from the moment the 3-way call start to the end of the 3way call).
You may use filters as Call Types, Users, Campaigns, Queues, Statuses, Lists and Call Length and break it down by Call Types breakdown by Campaign, List, or Date depending on your preference. To Create a breakdown, go to Filters > Break Down tab. Click Apply to run the filter.