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Agent Reports

agtskg27: Agent Skill Group Historical All Fields Report

The number of seconds that tasks were offered to an agent before being 

redirected on failure to answer/respond. The value is updated in the database 

at the time the call is diverted to another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf

The number of seconds that agents in the skill group spent handling calls 

transferred to them 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.TransferredInCallsTimeToHalf

The number of seconds the agent was involved in an incoming conference 

calls. This value includes time spent on both ACD and non-ACD conference 

calls initiated by the agent. 
This database element uses ConferenceTime from the Termination_Call_Detail 

table. The value is updated in the database when the agent drops off the call 

or the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf

The total number of ACD calls that were terminated by agents before the far 

end released. The value is updated in the database at the time the call 

disconnects. The value includes AgentOutCalls and CallsHandled for the agents 

in the skill group.
Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf

The number of calls transferred out by the agent during the half-hour interval. 

The value is updated at the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf

The number of conference calls the agent initiated. The conferenced out calls 

include ACD and non-ACD calls. The count of ConferencedOutCalls is updated 

in the database when the agent drops off the call or the call becomes a simple 

two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf