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Mitel 400 CCS Documentation
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ACD Agents Skill Activity
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ACD Agents Skill Activity
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
Transferred In
Transferred Out
Overflowed Out
Max. Wait Time
Overflowed In
Short Calls
Short Abandons
Picked Up
Rejected
Deflected
Longest Queue
Longest Answer
Longest Abandon
Longest Talk
Longest Call
