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Agent Reports

Agents By Skill Group Report Templates

Blended 

Agent

historical 

table

Each agent's performance data 

for reservation calls, gathered in 

half-hour increments

IPCC and/or 

standard ACD

real-time 

table

The current agent states of each 

agent within the selected skill 

group(s).

IPCC historical 

table

Agent task summary for each 

agent within the selected skill 

group(s), organized by the 

selected half hour(s). 

IPCC historical 

table

Agent task summary for each 

agent within the selected skill 

group(s), organized by the 

selected day(s).

IPCC and/or 

standard ACD

historical 

table

Agent state summary for each 

agent within the selected skill 

group(s), organized by the 

selected half hour(s).

IPCC and/or 

standard ACD

historical 

table

Agent state summary for each 

agent within the selected skill 

group(s), organized by the 

selected day(s).

IPCC

historical 

table

Agent daily task statistic totals 

and time allocations, gathered in 

half-hour increments.

IPCC

historical 

table

Agent daily task statistic totals 

and time allocations, gathered in 

day increments.

IPCC and/or 

standard ACD

historical 

table

All the report data available from 

the 

Agent_Skill_Group_Half_Hour 

table, organized by skill groups 

and then by agents within the 

skill group. 

This report is for online viewing 

or for exporting to Excel. It is not 

formatted for printing.