Agent Groups ACD Performance

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