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Mitel 400 CCS Documentation
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ACD Skills Calls Breakdown
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ACD Skills Calls Breakdown
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
Abandoned
Overflowed outgoing
Transferred outgoing
Overflowed incoming
Transferred incoming
Rejected
Deflected outgoing
Recovered ACD calls
External answered
External abandoned
External overflowed
Internal answered
Internal abandoned
Internal overflowed
Example report printout:
