The ACD Reporting functionality allows system administrators to review past statistics for future planning. The statistics are accessed through the Diagnostics menu by selecting the ACD Reports menu item.
As shown in the following screenshot, all reports allow for a date range to be entered to specify the reporting period. Additionally, a Download hyperlink is available for each report that allows the administrator to download a .CSV
file for additional manipulation.
The following reports are available:
Agent Availability: This is the detailed information about Agent sign-in and sign-out.
Agent Availability Summary: This is the summary information about how much time an agent has spent signed in and what their maximum signed-in period was.
Agent Activity Summary: This is the agent summary information about Total calls handled, total handling time, average handling time, maximum handling time, and minimum handling time.
All Queue Activity: This is the summary information...