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Agent Reports

agent21: Agent Task Summary Half Hour Report

The number of tasks completed by the agent in the given interval that were 

put on hold or paused.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf

The number of ICM routed calls to the agent that abandoned while the call was 

on hold and/or the number of paused tasks that the agent ended during the 

interval.
Derived from: Skill_Group_Half_Hour.AnandonHoldCallsToHalf

The total number of completed outbound tasks made by agents in the skill 

group. The value is updated in the database when any after-task work time 

associated with the task is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf

The number of internal outgoing tasks that the agent made from the ACD 

extension. The value is updated in the database when the after-task work time 

associated with the task (if any) is completed. 
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf

The number of tasks this agent transferred out to another agent or  skill 

group. This includes Consultative Tasks if this transfer was consultative - not 

blind. The value is updated in the database when the after-task work time 

associated with the task (if any) is completed. 
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf

The number of outgoing internal tasks that have been held.
Derived from: Skill_Group_Half_Hour.InternalCallsOnHoldToHalf

The number of tasks that the skill group agent conferenced out to another 

agent or skill group. This includes consultative Calls. The value is updated in 

the database when the agent drops off the task or the task becomes a simple 

two-party task. 
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf

The number of times an agent consulted with another agent or supervisor by 

the conference or transfer key. This includes consulted assisted tasks.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsToHalf