Agent Groups Agent Activity

 
This report has the following Group By options:
 
  • Group:Agent
  • Group:Agent:Year
  • Group:Agent:Year:Month
  • Group:Agent:Year:Month:Day
  • Year:Group:Agent
  • Year:Month:Group:Agent
  • Year:Month:Day:Group:Agent
 
It includes the following information:
 
  • Offered
  • Answered
  • Avg. answer
  • Avg. call time
  • Service level %
  • Abandoned
  • Avg. abandon
  • Transferred incoming
  • Transferred outgoing
  • Breaks
  • Avg. break
  • Non ACD incoming
  • Avg. non ACD incoming
  • Non ACD outgoing
  • Avg. non ACD outgoing
 
Example report printout: