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.
