# ACD Agents Customer Activity This report has the following Group By options: Agent:Customer Agent:Customer:Year Agent:Customer:Year:Month Agent:Customer:Year:Month:Day Year:Agent:Customer Year:Month:Agent:Customer Year:Month:Day:Agent:Customer It includes the following information: Offered Answered Avg. answer Avg. call time Avg. talk Avg. wrap-up Service level % Calls that queued Abandoned Avg. abandon Longest answer Longest talk Example report printout: