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Agent Reports

agteam04: Agent Task Detail Activity Report

*Internal Tasks: Total

The total number of internal tasks initiated by the agent during the interval.

The value is incremented when the after-task work associated with the task is

completed.
Derived from: Agent_Skill_Group_Half_Hour.InternaltasksToHalf

*Internal tasks: Avg Time

The average length in seconds for completed internal tasks made by the agent

for the interval.
Derived from: Agent_Skill_Group_Half_Hour.InternaltasksTimeToHalf /

Agent_Skill_Group_Half_Hour.InternaltasksToHalf

*Internal tasks: %

The percentage of all tasks handled by the agent for the period that were

internal tasks.
Derived from: Agent_Skill_Group_Half_Hour.InternaltasksTimeToHalf * 1.0 /

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

*CB Messages: Total

The total number of callback messages that were processed by the agent

during the interval. CallBack (CB) Messages are relevant only for the Aspect

ACD.
Derived from: Agent_Skill_Group_Half_Hour.taskbackMessagesToHalf

*CB Messages: Avg Time

The average length in seconds for callback messages that were processed by

the agent during the interval. CallBack (CB) Messages are relevant only for the

Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.taskbackMessagesTimeToHalf /

Agent_Skill_Group_Half_Hour.taskbackMessagesToHalf

*CB Messages: %

The percentage of time the agent spent on call back messages during the

interval. CallBack (CB) Messages are relevant only for the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.taskbackMessagesTimeToHalf *

1.0 / Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

*% Wrap Up Time

The percentage of time that the agent spent in wrap-up on all tasks counted

as handled during the interval. An agent doing wrap-up work is either in the

Work Ready or Work Not Ready state. This value is measured against the total

time the agent was logged on during the interval.
Derived from: (Agent_Skill_Group_Half_Hour.HandledtasksTimeToHalf -

Agent_Skill_Group_Half_Hour.HandledtasksTalkTimeToHalf) * 1.0 /

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf