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Mitel 400 CCS Documentation
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Agent Groups Skill Activity
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Agent Groups Skill Activity
This report has the following Group By options:
Group:Skill
Group:Skill:Year
Group:Skill:Year:Month
Group:Skill:Year:Month:Day
Year:Group:Skill
Year:Month:Group:Skill
Year:Month:Day:Group:Skill
It includes the following information:
Offered
Answered
Avg. answer
Avg. call time
Avg. talk
Avg. wrap-up
Service level %
Abandoned
Avg. abandon
Longest answer
Longest abandon
Longest talk
Example report printout:
