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Agent Reports

agent27: Agent Historical All Fields Report

The agent's skill group's enterprise name and skill target ID associated with 

the task.
Derived from: Skill_Group.EnterpriseName

The date and time at the start of the half-hour interval. 
Derived from: Agent_Skill_Group_Half_Hour.DateTime

The number of tasks begun during the half-hour interval. The number of tasks 

begun includes only handled tasks and internal calls received, which are 

tracked in the CallsHandledToHalf and InternalCallsReceivedToHalf fields, 

respectively. The count for CallsAnswered is updated in the database at the 

time the task is begun.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf

The sum of answer wait time in seconds for all tasks begun for the call type 

during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf

The total number of tasks handled for the call type during the half-hour 

interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf

The total handle time, in seconds, for inbound ACD tasks counted as handled 

by the agent in the skill group during the half-hour interval. Handle time 

includes the time spent from the call being answered by the agent to the time 

the agent completed after task work time for the task. 
HandledCallsTime is calculated from HandledCallsTalkTimeToHalf + 

IncomingCallsOnHoldTimeToHalf + HandledWorkReadyTimeToHalf
This is taken from the Termination_Call_Detail records. The value for 

HandledCallsTime is updated in the database when the after-task work time 

associated with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf