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Agent Reports

agent27: Agent Historical All Fields Report

The number of seconds spent on internal calls initiated by the agent during the 

half-hour interval. The value is updated in the database when the after-call 

work time associated with the call (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf

The number of internal calls received by the agent during the half-hour 

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

associated with the call (if any) is completed. 
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf

The number of seconds spent on internal calls received by the agent during 

the half-hour interval. The value is updated in the database when the after-call 

work time associated with the call (if any) is completed. 
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdTimeToHalf

The total number of internal calls the agent 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) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf

The total number of seconds completed internal calls were placed on hold 

during the half-hour interval. The value is updated in the database when the 

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

The number of calls for which agents received supervisor assistance during the 

half-hour interval. The value is updated in the database when the supervisor 

assist call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf