ACD Skills Agent Handling

 
 
This report has the following Group By options:
 
  • Skill:Agent
  • Skill:Agent:Year
  • Skill:Agent:Year:Month
  • Skill:Agent:Year:Month:Day
  • Year:Skill:Agent
  • Year:Month:Skill:Agent
  • Year:Month:Day:Skill:Agent
 
It includes the following information:
 
  • Offered
  • Answered
  • Abandoned
  • Service level %
  • Avg. answer
  • Avg. abandon
  • Avg. call time
  • Longest answer
  • Longest abandon
  • Longest talk
  • Longest call
 
Example report printout: