ACD Skills Calls Waiting

 
 
This report has the following Group By options:
 
  • Skill
  • Skill:Year
  • Skill:Year:Month
  • Skill:Year:Month:Day
  • Year:
  • Year:Skill
  • Year:Month:Skill
  • Year:Month:Day:Skill
 
It includes the following information:
 
  • Service Level %
  • Answered
  • Waiting 0-2*
  • 3-4**
  • 5-6**
  • 7-8**
  • 9-10**
  • >10 (secs) **
  • Lost
  • Waiting 0-2*
  • 3-4**
  • 5-6**
  • 7-8**
  • 9-10**
  • >10 (secs) **
     
     
     
     
    *This figure will be the 'Period (secs)' you specify in the parameter options for the report
**These figures will be calculated using the 'Period (secs)' number you specify in the options.
 
Example report printout: