ACD Agents at a Glance

 
 
This report has no Group By options, it is available in summary format only and includes the following information:
 
  • ACD Agent Name
  • Offered
  • Answered
  • Avg. Answer
  • Avg. Call Time
  • Avg. Talk
  • Avg. wrap-up
  • Service Level %
  • Abandoned
  • Avg. Abandon
  • Transferred Out
  • Picked Up
  • Rejected
  • Deflected
  • Breaks
  • Avg. Break
  • Non ACD In
  • Avg. Non ACD In
  • Non ACD Out
  • Avg. Non ACD Out
 
 
Example report printout: