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Mitel 400 CCS Documentation
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ACD Agents Skill Breakdown
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ACD Agents Skill Breakdown
This report has the following Group By options:
Agent:Skill
Agent:Skill:Year
Agent:Skill:Year:Month
Agent:Skill:Year:Month:Day
Year:Agent:Skill
Year:Month:Agent:Skill
Year:Month:Day:Agent:Skill
It includes the following information:
Offered
Answered
Abandoned
Overflowed outgoing
Transferred outgoing
Transferred incoming
Picked-up
Rejected
Deflected outgoing
Short calls
Short abandons
Example report printout:
