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