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Agent Reports
agtskg25: Agent Skill Group Consolidated Half Hour Report
*% Rsvd
The percentage of time that the agent has spent in Reserved state waiting for
an ICM routed task from this skill group in relation to LoggedOnTime,
measured in HH:MM:SS (hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*% Wrap Up
The percentage of time that the agent has spent in Wrap-up state after an
incoming or outgoing task to/from this skill group in relation to
LoggedOnTime.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Busy Other
The percentage of time that the agent has spent in BusyOther state in relation
to LoggedOnTime measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill Group Summary
The total of all agent data for all agents in the skill group.
Media Summary
The total of all agent data for each media routing domain.
Agent Summary
The total of all agent data for each agent.
Report Summary
The total of all agent data for all agents in report.