Agent Groups at a Glance

 
This report has no Group By options, it is available in summary format only and includes the following information:
 
  • Group name
  • Offered
  • Answered
  • Avg. answer
  • Avg. call time
  • Service level %
  • Abandoned
  • Avg. abandon
  • Transferred incoming
  • Transferred outgoing
  • Breaks
  • Avg. Break
  • Non ACD In
  • Avg. Non ACD In
  • Non ACD Out
  • Avg. Non ACD Out
 
Example report printout: