ACD Agents Analysis

 
 
 
This report has the following Group By options:
 
  • Agent
  • Agent:Year
  • Agent:Year:Month
  • Agent:Year:Month:Day
  • Year:
  • Year:Agent
  • Year:Month:Agent
  • Year:Month:Day:Agent
 
It includes the following information:
 
  • Offered
  • Answered
  • Avg. Answer
  • Avg. Call Time
  • Avg.Talk
  • Avg. wrap-up
  • Service Level %
  • Abandoned
  • Avg. Abandon
  • Transferred Out
  • Picked Up
  • Rejected
  • Deflected
  • Longest Answer
  • Longest Abandon
  • Longest Call
  • Breaks
  • Avg. Break
  • Non ACD In
  • Avg. Non ACD In
  • Non ACD Out
  • Avg. Non ACD Out
 
Example report printout: