Groups

AKA: Group

Statistic Name	Description	Function/Formula	API Name
Groups	The name given to the group. Groups let you combine sets of users who have similar skills or who focus on an area or set of clients. For example, a group can contain a group of users who specialize in technical support or belong to the same operational team.

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Agent Quality

Agent Performance

Agent Presence Reason Detail

Agent Presence Reason Summary

Agent Status Detail

Agent Status Summary

Agent Summary by Queue

Interaction Detail by Agent

Interaction Summary by Agent

Reason Code by Agent

Recording & Messaging by Agent