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Agent Reports

agtper27: Agent Peripheral Historical All Fields Report

The number of consultative tasks completed by the agent with at least one 

ACD call on hold. The count is updated in the database when the after-call 

work time associated with the consultative call (if any) has completed
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf

The number of incoming calls the agent was conferenced into. Incoming calls 

include ACD and non-ACD calls. 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.ConferencedInCallsToHalf

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

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