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Agent Reports

agent27: Agent Historical All Fields Report

Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf

The number of seconds the agent spent talking on AutoOut (predictive) calls 

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

LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf

The total number of completed AutoOut (predictive) calls that the agent in the 

skill group has 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.AutoOutCallsOnHoldToHalf

The total number of seconds that AutoOut (predictive) 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.AutoOutCallsOnHoldTimeToHalf

The total number of completed outbound Preview calls made by the agent in 

the skill group during the half-hour interval. 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.PreviewCallsToHalf

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