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Agent Reports
agtper22: Agent Peripheral Task Summary Daily Report
Media
The media routing domain into which the agent is logged for doing this type of
task. This is the media routing domain associated with the Skill Group in which
the agent worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into
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
Derived from: Media_Routing_Domain.EnterpriseName
Date
The date when the record was generated in MM/DD/YY (month, day, year)
format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Handled
The number of ICM routed tasks that the agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Internal In
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
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Transfer In
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
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
Conf In
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
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Redirect No Answer
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
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Aban While Offer
The number of ICM routed tasks that abandoned while offered to the agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonCallsRingToHalf
Derived from: Agent_Skill_Group_Half_Hour.AbandonCallsRingToHalf