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Agent Reports

agtper26: Agent Peripheral Consolidated Daily 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 last and first name of the agent and the agent's ID (in parentheses) in the 

skill group in which agent resides.
Derived from: Person.LastName + "," + Person.FirstName + 

Agent.SkillTargetID

The date when the record was generated in MM/DD/YY (month, day, year) 

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 tasks that abandoned while offered to the agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of tasks that left the agent's phone or terminal that were 

redirected to another dialed number because of no answer.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

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.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