Descriptions

 
The reports are split into 6 categories. In each category are the following reports.
 
ACD Skills
 
  • ACD Skills at a Glance
  • ACD Skills Analysis
  • ACD Skills Calls Handling
  • ACD Skills Calls Breakdown
  • ACD Skills Service Level
  • ACD Skills Abandoned Calls
  • ACD Skills Agent Handling **
  • ACD Skills Agent Breakdown **
  • ACD Skills Customer Activity
  • ACD Skills Wrap-up Analysis
  • ACD Skills Calls Waiting
  • ACD Skills Agent Logon Activity **
 
ACD Agents
 
  • ACD Agents at a Glance **
  • ACD Agents Analysis **
  • ACD Agents Skill Handling **
  • ACD Agents Skill Breakdown **
  • ACD Agents Service Level **
  • ACD Agents Customer Activity **
  • ACD Agents Wrap-up Analysis **
  • ACD Agents Break Time Analysis **
  • ACD Agents Logon Activity **
  • ACD Agents Non ACD Activity **
  • ACD Agents Completed Calls *8
 
Groups
 
  • Agent Groups at a Glance
  • Agent Groups Agent Activity **
  • Agent Groups Skill Activity
  • Agent Groups ACD Performance
  • Agent Groups Non ACD Performance
 
Customers
 
  • Customers at a Glance
 
wrap-up
 
  • Wrap-up Codes at a Glance
 
Break Time
 
  • Break Time Codes at a Glance
 
** Reports not available if Hide Personal Data option set during installation.