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