ACD Agents Skill Handling

 
 
 
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
  • Avg. Answer
  • Avg. Call Time
  • Service Level %
  • Calls That Queued
  • Abandoned
  • Avg. Abandon
  • Longest Answer
  • Longest Abandon
  • Longest Talk
  • Longest Call
 
Example report printout: