ACD Agents Service Level

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