This report has no group by options, each line is a summary for each selected ACD Skill. If you've checked the grand totals box in the configure report options panel, grand totals are displayed.
Columns have been manually sized to reduce the overall width of the grid so that all columns can be seen. If the screen width is too narrow to show all columns an overflow scroll bar will be visible.
In the 'Service Level %' column, after the individual ACD Skill value, is a bracketed figure. This figure shows the Service Level Threshold for the ACD Skill. For example, ACD Skill 'Skill 41' has a service level % of 100%, followed by (in 15). This means 100% of ACD calls were answered within the ACD Skill Service Level Threshold of 15 seconds. The grand total summary of Service Level %, which is an average of all percentages, does not include a threshold value because there is no single threshold for this value.
In the 'Short Calls' and 'Short Abandons' columns, a similar thing can be seen. Here the short calls threshold and short abandon calls threshold for each ACD Skill is seen in brackets after the count, in the form (< x), where x is the threshold value and refers to a number of seconds. Again, there are no thresholds in the grand total values because no single value works for this total value.
