Specifications

NDA-24213 CHAPTER 8
Page 143
Issue 3.0
MIS Menu Commands
Reports Menu
Figure 8-53 Agent Group Summary Report Screen
The Agent Group in the above Summary Report (Figure 8-53) can be made up of agents from various splits who
have been placed in this group for statistical purposes. The naming of a Group is optional, but may be used to
illustrate the purpose of the analysis (such as Evening or Training), or may be a team name (such as Stars or
Rangers).
Agent Groups exist only in the MIS and are not an ACD entity. When Groups are specified, the MIS will collect
data and prepare reports on them.