ACD Skills Service Level

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