Specifications

CHAPTER 8 NDA-24213
Page 138
Issue 3.0
MIS Menu Commands
Reports Menu
6.1.2 Agent ACD Detail Report
Figure 8-48 Agent ACD Detail Report - Personal Queue
The Agent ACD Detail Report gives an analysis of the ACD activities performed by the agent. The
data is separated on a per split basis (for multi-split agents) and the agent’s Personal Queue (if
configured). This report can be generated on a single agent or on all the available agents. Although
both report types include the same data, the display of the reports is different.
The single agent report outputs the data for each split to which the agent is assigned, and for the
agent’s Personal Queue, each on a separate screen or page:
• All splits and Personal Queue summed together
• Attribute Split
• Second, third, and fourth Split (if multi-split agent)
• Personal Queue (if configured).
The All Agents report is a single-page report which shows the data for each of the agents’ assigned
splits and the agents’ Personal Queues (if configured). The report is output on a per agent basis for all
agents.