Unity - Agent Call By Skill Report

Access Reporting

From the Unity application, click the Reports button at the top to make the Report Viewer window appear.

Run the Report

In the Report Viewer window, select Agent Call By Skill from the drop-down menu.

Confirm each of the fields has the correct information

• Start Period: Start time for the report.
  
  
• End Period: End time for the report.
  
  
• Real-time report: Check this box to remove the end time option and have the report run through the present.
  
  
• Sampling: Interval breakdown for the report.
  
  
• Filters: Select either specific agents to run the report for, or select All Agents at the top of the list.
  
  
• Output Type: Choose either a PDF or Excel format
  
  

Report Output

This report produces a pie chart and a table with data.  The pie chart is a representation of the total calls for the period, while the table provides individual data for each agent, representing the number of calls received at specific skill levels.