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Agent Reports

agtper27: Agent Peripheral Historical All Fields Report

The total number of seconds that completed incoming calls were placed on 

hold and/or tasks were paused during the half-hour interval. The value is 

updated in the database when the after-call work time associated with the call 

(if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf

The number of seconds that calls rang at an agent's extension before 

abandoning and/or the number of seconds that tasks were in the Reserved 

state before being abandoned. 
RingTime includes the seconds that the call spent ringing at an agents phone 

before being answered. RingTime for this data element is based on data from 

the Termination_Call_Detail record. The value is updated in the database at 

the time the call disconnects. 
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf

The total time in seconds that the agent was in the Available state for any skill 

group during the half-hour interval. AvailTime is included in the calculation of 

LoggedOnTime. 
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf

The total time in seconds that the agent was in the Not Ready state during the 

half-hour interval. NotReadyTime is included in the calculation of 

LoggedOnTime. 
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf

The total time in seconds that the agent was in the Reserved state during the 

half-hour interval. ReservedStateTime is included in the calculation of 

LoggedOnTime. 
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf

The total time in seconds that the agent spent in the Wrap Up state on 

incoming and outgoing tasks.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf + 

Agent_Skill_Group_Half_Hour.WorkReadyTimetoHalf)

The number of seconds that the agent spent in the BusyOther state. 

BusyOtherTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf