table of contents

What is it?

The ability to filter by groups and/or skills is now available in Standard and Advanced Historical Reports. Segment agent-centric reports to view data by Agent Groups and/or Agent Skills.

Good to Know:

This filtering is available in the following reports:

  • Interaction Summary by Agent
  • Interaction Details by Agent
  • Agent Status Summary
  • Agent Status Detail
  • Agent Summary by Queue
  • Agent Performance
  • Agent Quality
  • Reason Code by Agent
  • Recording and Messages by Agents

Groups and Skills filters are available in the Data Source Filter section and Analysis section in Historical Reporting v2.