Unity - Agent Duration 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 Duration By Skill Report 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 period option and run to the present time.
  
  
• 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

The report is divided into four sections: two charts and two tables. The No Skill result appears when an agent is assigned to a call center that does not use skill-based routing.

1. First Chart: Total call time based on the skill level of the calls.
   
   
   
   
2. Second Chart: Breakdown of the average call length by skill level.
   
   
   
3. First Table: Total talk time for each agent, broken down by skill level.
   
   
   
   
4. Second Table: Average call length for each agent, broken down by skill level.