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Mitel 400 CCS Documentation
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ACD Skills Analysis
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ACD Skills Analysis
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
Avg. Answer
Avg. Call Time
Service Level %
Calls That Queued
Abandoned
Avg. Abandon
Transferred In
Transferred Out
Overflowed Out
All Agents Busy
Max. Wait Time
No Logged On Agents
Overflowed In
Longest Queue
Longest Answer
Longest Abandon
Short Calls
Short Abandons
Picked Up
Passed to Non ACD
Rejected
Deflected
Example report printout:
