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Agent Reports

agtskg27: Agent Skill Group Historical All Fields Report

The total talk time, in seconds, for completed outbound ACD calls handled by 

the agent in the skill group during the half-hour interval. 
This value includes the time spent from the call being initiated by the agent to 

the time the agent begins after-call work for the call. It is based on TalkTime 

from Termination_Call_Detail. It therefore includes the HoldTime associated 

with the call. AgentOutCallsTalkTime is updated in the database when the 

after-call-work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf

The number of seconds that agents in the skill group spent talking on 

outbound calls during the half-hour interval. TalkOutTime is included in the 

calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf

The total number of completed outbound ACD calls that agents in the skill 

group have placed on hold at least once. The value is updated in the database 

when the after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf

The total number of seconds that outbound ACD calls were placed on hold by 

agents in the skill group during the half-hour interval. 
This data element is based on HoldTime from the Termination_Call_Detail 

record. The value is updated in the database when the after-call work 

associated with the call (if any) has complete. 
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf

The number of seconds that agents in the skill group spent talking on other 

calls (neither inbound nor outbound) during the half-hour interval. 
Examples of other calls include agent-to-agent transfers and supervisor calls. 

TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime. 
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf