Hi, we have some questions regarding the reports.
1. We are looking to get various metrics from ucce aggregated for 15 or 30 minutes time range by skill:
- Call volume (handled + abandoned)
- #handled calls
- Average handle time
- Average Speed Of Answer
- Service level
Is there a single report that includes all of those metrics aggregated per skill?
We saw two reports coming close, but short of those metrics:
- Common Skill CSQ Activity Report – missing metrics: Average Speed Of Answer and Average handle time
- Contact Service Queue Activity Report – missing metrics: service level
2. Do reports show data aggregated according to the call start time? End time? Is this configurable? (for example - aggregation by start time: will show all calls that entered the queue between 10:00-10:30, aggregation by end time: will show all calls that were completed between 10:00-10:30
3.Is it possible to run the same report on the same interval multiple times?
