ACD Skills Agent Activity

 
 
This report has the following Group By options:
 
  • Skill:Agent
  • Skill:Agent:Year
  • Skill:Agent:Year:Month
  • Skill:Agent:Year:Month:Day
  • Year:Skill:Agent
  • Year:Month:Skill:Agent
  • Year:Month:Day:Skill:Agent
 
It includes the following information:
 
  • Offered
  • Answered
  • Avg. Answer
  • Avg. Call Time
  • Service Level %
  • Calls That Queued
  • Abandoned
  • Avg. Abandon
  • Transferred In
  • Transferred Out
  • Overflowed Out
  • All Agents Busy
  • Max. Wait Time
  • No Logged On Agents
  • Overflowed In
  • Short Calls
  • Short Abandons
  • Picked Up
  • Passed to Non ACD
  • Rejected
  • Deflected
  • Longest Queue
  • Longest Answer
  • Longest Abandon
  • Longest Talk
  • Longest Call