# ACD Agents Analysis 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 Avg. Answer Avg. Call Time Avg.Talk Avg. wrap-up Service Level % Abandoned Avg. Abandon Transferred Out Picked Up Rejected Deflected Longest Answer Longest Abandon Longest Call Breaks Avg. Break Non ACD In Avg. Non ACD In Non ACD Out Avg. Non ACD Out Example report printout: