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: