ACD Skills Agent Breakdown

 
This report has the following Group By options:
 
  • Skill:Agent
  • Skill:Agent:Year
  • Skill:Agent:Year:Month
  • Skill:Agent:Year:Month:Day
  • Year:Skill:Agent
  • Year:Month:Skill:Agent
  • Year:Month:Day:Skill:Agent
 
It includes the following information:
 
  • Offered
  • Answered
  • Abandoned
  • Overflowed outgoing
  • Transferred outgoing
  • Picked-up
  • Rejected
  • Deflected outgoing
  • Short calls
  • Short abandons
 
Example report printout: