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