ACD Skills Customer Activity

 
 
This report has the following Group By options:
 
  • Skill:Customer
  • Skill:Customer:Year
  • Skill:Customer:Year:Month
  • Skill:Customer:Year:Month:Day
  • Year:Skill:Customer
  • Year:Month:Skill:Customer
  • Year:Month:Day:Skill: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: