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Agent Reports

agtper25: Agent Peripheral Consolidated Half Hour Report Template

The total time spent talking on incoming and outgoing calls measured in 

HH:MM:SS (hours, minutes, seconds). Includes hold time.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + 

Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + 

Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf)

The total time incoming and outgoing calls to/from this agent have spent on 

hold and/or the time tasks were paused, measured in HH:MM:SS (hours, 

minutes, seconds) format. Includes hold time associated with transfer and 

conference operations.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf

The average hold or paused time of a task handled by the agent, measured in 

HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf / 

Agent_Skill_Group_Half_Hour.CallsHandledToHalf 

The total time during the interval the agent was logged in, measured in 

HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

The average time spent by the agent in handling a task, measured in 

HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / 

Agent_Skill_Group_Half_Hour.CallsHandledToHalf 

The percentage of time that the agent has spent talking on calls in this skill 

group in relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + 

Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + 

Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf) / 

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The percentage of time that the agent has put a call on hold or paused a task 

in relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf / 

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)