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Agent Reports

agtskg27: Agent Skill Group Historical All Fields Report

The total handle time, in seconds, for completed outbound Preview calls 

handled by the agent in the skill group during the half-hour interval. 
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are 

taken from the Termination_Call_Detail records. The PreviewCallsTime value 

includes the time spent from the call being initiated to the time the agent 

completes after-call work time for the call. 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.PreviewCallsTimeToHalf

The total talk time, in seconds, for completed outbound Preview 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 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. PreviewCallsTalkTime 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.PreviewCallsTalkTimeToHalf

The number of seconds the agent spent talking on outbound Preview calls 

during the half-hour interval. TalkPreviewTime is included in the calculation of 

LoggedOnTime. 
Derived from: Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf

The total number of completed outbound Preview calls that the agent in the 

skill group 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.PreviewCallsOnHoldToHalf

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

by the agent 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 completed. 
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsOnHoldTimeToHalf