Salesforce Service Cloud rerouted phone calls Report

When the incoming calls are not attended by the Agents, there will be an entry in Agent Work entity with the status "Unavailable".

1. Create a Custom Report Type on Agent Work entity.
 

2. Create a Report using the Agent work Custom Report type.


 

 
SOQL:
SELECT Id, WorkItemId, CreatedDate, User.Name
FROM AgentWork
WHERE Status = 'Unavailable'