6-12
DBS 576/HD issued September 2001
576/HD-50-525
Chapter 6. Report Manager
Section 525 - ACD/MIS Reference
Work Unit Agent Report
A Work Unit (stroke counts) is a 2-digit code that is entered into the phone
by the agent during the call. Work Units are a method to categorize the type
of calls the Agent is processing. The Work Unit Agent Report is sorted by
Agent and then work unit.
Figure 6.11 shows a typical Work Unit Agent Report.
Figure 6.11. Work Unit Agent Report
