Historical Reporting

[sojourner65]

We need to know if there is a report within Symposium that shows by skill the after call work.

We can find this by agent, but not by skill.

Alternatively is there any way of finding the average handle time of a skill based on talk time and after call work?

Thank you for your help!

 

[JJhere]

In both cases no, the after call work and average handle time is an agnet value only.

 

[captaingadget]

What about the "Agent by Skillset" report??

 

[sojourner65]

Thank you both for the quick replies.
The Nortel switch is actually in Ireland (we are in Wales) and we don't have any remote access at this time. My colleague will be visiting the site soon and will check your suggestion.

Does anyone have anything to add before he goes back? We are used to our Avaya and CMS here so we know what we want, just not how to get it.