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# 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: