Call Type Report
The Call Type report groups calls by their result type and agent, showing the count and total duration for each combination. This helps you understand how agents are categorizing their calls and how much time is spent on each type.
Report Columns
| Column | Description |
|---|---|
| Call Type | The result type label assigned to the call (e.g., Customer Support, Dev Call, Misdial) |
| Agent | The agent who handled the call. Shows "No agent" if no agent was assigned |
| Count | Total number of calls with that result type handled by that agent |
| Duration | Total combined duration of all calls in that group (format: HH:MM:SS) |
How the Numbers Are Computed
Call Type
Calls are grouped by their assigned result_type_id, which maps to a label in the call result types configuration. Calls without a result type appear with a blank Call Type.
Agent
Each call is associated with a user_id. If the call has no assigned agent (null user_id), it shows as No agent. Each unique combination of agent and call type gets its own row.
Count
A simple count of calls matching each call type and agent combination within the selected date range.
Duration
The sum of all call durations (in seconds) for each group, displayed in HH:MM:SS format.
Totals Row
The Totals row at the bottom sums the Count and Duration columns across all rows.
Report Filters
Date Range
- From/To: Select the date range for calls to analyze
- Example: Jan-01-2026 to Jan-31-2026
Understanding the Results
Example Rows
| Call Type | Agent | Count | Duration |
|---|---|---|---|
| Customer Support | Nicole Finnegan | 3 | 00:41:48 |
| Misdial | Nicolas Wegener | 6 | 00:05:06 |
| No agent | 61 | 00:30:06 |
This shows:
- Nicole Finnegan handled 3 Customer Support calls totaling 41 minutes and 48 seconds
- Nicolas Wegener had 6 Misdials totaling about 5 minutes
- 61 calls had no agent assigned and no call type, with a total duration of 30 minutes
Rows With No Call Type
Calls that were not assigned a result type will appear with a blank Call Type column. This is common for calls that were not answered or not categorized by the agent.
Use Cases
Call Categorization
- See how calls are being classified across your team
- Identify the most common call types
- Track misdials and other non-productive call categories
Agent Workload
- Understand what types of calls each agent handles
- Compare time spent per call type across agents
- Identify agents who may need training on specific call types
Operational Insights
- Monitor the volume of unassigned/uncategorized calls
- Track call type trends over time by running reports for different periods
- Identify if certain call types take significantly longer than others
Related Reports
- Call Stats: Individual call-level detail including per-call duration
- Call Volume Stats: Overall call volume metrics
- Call Inbound Source Totals: Inbound call tracking by phone number