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Agent Reports

agteam25: Agent Team Consolidated Half Hour Report

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

The agent's last name and first name.
Derived from: Person.LastName + ' ' + Person.FirstName

DateTime (no label)

The date and time of the selected row's data in MM/DD/YYYY (month, day, 

year) and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime

The number of ICM routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf

The number of ICM routed calls to the agent that abandoned while the call was 

on hold and/or the number of paused tasks that the agent ended during the 

interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

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.RedirectNoAnswerToHalf

The number of ICM routed tasks that abandoned while the agent put the caller 

on hold and/or the number of paused tasks the agent ended.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf

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

The number of calls this agent transferred to another agent or skill group. This 

includes Consultative Calls if this transfer was consultative, not blind.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf