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Agent Reports

agtper21: Agent Peripheral Task Summary Half Hour Report

Each media routing domain has its own skill groups. If an agent is logged into 

more than one media routing domain, then that agent also belongs to more 

than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName

The date and time of the selected row's data in MM/DD/YYYY (month, day, 

year) and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime

The number of ICM routed tasks that the agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf

The number of times that this agent received a direct internal or external 

incoming call. This includes direct calls that were received from another agent 

through the transfer or conference key that dialed the agent’s extension 

directly without going through ICM scripting.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf

The number of incoming calls that were transferred to this agent from other 

agents within the same peripheral that did not go to IVR for queuing.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf

The number of incoming calls that were conferenced to this agent from other 

agents on the same peripheral that did not go to the IVR for queuing.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf

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 ICM routed tasks that abandoned while offered to the agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonCallsRingToHalf

The number of ICM routed tasks that have been held or paused.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf