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Agent Reports

agteam27: Agent Team Historical All Fields Report

The total number of completed outbound ACD calls made by agents 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.AgentOutCallsToHalf

The number of tasks offered at the agents terminal or phone that were 

redirected to another location because of the agent's failure to respond. 
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

The number of calls answered by the agent where the duration of the call fell 

short of the peripherals Answered Short Calls threshold. 
These calls are counted in the CallsOffered and CallsHandled statistics. The 

purpose of the ShortCallsToHalf statistic is to track calls that agents hang up 

on before they can possibly be handled in order to improve their performance 

statistics.
Derived from: Agent_Skill_Group_Half_Hour.ShortCallsToHalf

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

The number of calls to this agent barged in on either by the supervisor or by 

another agent. 
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf

The number of calls intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf