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ACD Agents Customer Activity

This report has the following Group By options:

Agent:Customer
Agent:Customer:Year
Agent:Customer:Year:Month
Agent:Customer:Year:Month:Day
Year:Agent:Customer
Year:Month:Agent:Customer
Year:Month:Day:Agent:Customer

It includes the following information:

Offered
Answered
Avg. answer
Avg. call time
Avg. talk
Avg. wrap-up
Service level %
Calls that queued
Abandoned
Avg. abandon
Longest answer
Longest talk

Example report printout: