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