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Agent Reports

agtskg25: Agent Skill Group Consolidated Half Hour Report

Log On Duration

Total time during the interval the agent was logged in, measured on

HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

AHT

The average time spent by the agent in handling a task, measured in

HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /

Agent_Skill_Group_Half_Hour.CallsHandledToHalf

% Active

The percentage of time that the agent has spent active on tasks in this skill

group in relation to LoggedOnTime, measured in HH:MM:SS (hours, minutes,

seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +

Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +

Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf) /

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

Avg Hold Time

The average hold and/or paused time of a task handled by and agent,

measured in HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf /

Agent_Skill_Group_Half_Hour.CallsHandledToHalf

% Hold

The percentage of time that the agent has put a task on hold or pause in

relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

% Avail

The percentage of time that the agent has spent in the Available state in

relation to LoggedOnTime. Applies to all skill groups.
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

*% Not Ready

The percentage of time that the agent has spent in the Not Ready state in

relation to LoggedOnTime or interval whichever is less. Applies to all skill

groups, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)