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Agent Reports

agtper27: Agent Peripheral Historical All Fields Report

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

The number of calls monitored by the supervisor. 
Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf

The number of calls coached by the supervisor (not supported in ICM 5.0). 
Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf

The number of emergency assist requests made by the agent. 
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf

The total time in seconds that the agent was logged on during the half-hour 

interval. 
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

The time in seconds that this agent was in the Active state during the 

half-hour interval. 
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + 

Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + 

Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf

The total handle time in seconds for completed outbound tasks handled by the 

agent during the half-hour interval. 
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are 

taken from the Termination_Call_Detail records. The AgentOutCallsTime value 

includes the time spent from the task being initiated by the agent to the time 

the agent completes after-task work time for the task. The value is updated in 

the database when the after-task-work time associated with the task (if any) 

has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf