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# Descriptions

The reports are split into 6 categories. In each category are the following reports.
ACD Skills

- ACD Skills at a Glance
- ACD Skills Analysis
- ACD Skills Calls Handling
- ACD Skills Calls Breakdown
- ACD Skills Service Level
- ACD Skills Abandoned Calls
- ACD Skills Agent Handling **
- ACD Skills Agent Breakdown **
- ACD Skills Customer Activity
- ACD Skills Wrap-up Analysis
- ACD Skills Calls Waiting
- ACD Skills Agent Logon Activity **

ACD Agents

- ACD Agents at a Glance **
- ACD Agents Analysis **
- ACD Agents Skill Handling **
- ACD Agents Skill Breakdown **
- ACD Agents Service Level **
- ACD Agents Customer Activity **
- ACD Agents Wrap-up Analysis **
- ACD Agents Break Time Analysis **
- ACD Agents Logon Activity **
- ACD Agents Non ACD Activity **
- ACD Agents Completed Calls *8

Groups

- Agent Groups at a Glance
- Agent Groups Agent Activity **
- Agent Groups Skill Activity
- Agent Groups ACD Performance
- Agent Groups Non ACD Performance

Customers

- Customers at a Glance

wrap-up

- Wrap-up Codes at a Glance

Break Time

- Break Time Codes at a Glance

** Reports not available if Hide Personal Data option set during installation.