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Mitel 400 CCS Documentation
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ACD Skills Calls Handling
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ACD Skills Calls Handling
This report has the following Group By options:
Skill
Skill:Year
Skill:Year:Month
Skill:Year:Month:Day
Year:
Year:Skill
Year:Month:Skill
Year:Month:Day:Skill
It includes the following information:
Offered
Answered
Service level %
Calls that queued
Avg. queue
Avg. ring
Avg. talk
Avg. wrap-up
Avg. agent
Avg. trunk
Avg. call time
Example report printout:
