The closure report shows a graphical representation of how long each message stays in each state. This snippet shows message numbers 50843 through 50850. Clicking the message number opens the message for further investigation. In this case, none of these messages is closed yet (Mondays are very busy).
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Each agent is listed along with their contribution over periods of time. This particular screenshot is old. They have since converted to 100% DairTel answer and now the "took_msg" column would be all 0. DairTel saves them money because they no longer need to have someone listen to every message and type in name, phone number, and message.
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