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Blended Agent Reports

Blended agent historical reports

database updates this value when any after-call work time associated with a 

call ends.
Derived from: Sum(Agent_Skill_Group_Half_Hour.PreviewCallsTimeToHalf)

The total number of completed outbound preview calls that were made by 

agents in the skill group during the half-hour interval. The database updates 

this value when any after-call work time associated with a call ends.
Derived from: Sum(Agent_Skill_Group_Half_Hour.PreviewCallsToHalf)

The total talk time, in seconds, for all completed outbound preview calls han-

dled by the agent in the skill group during the half-hour interval. 
This measurement begins at the time the call is initiated, and ends at the time 

the agent begins any after-call work for the call. It is based on the TalkTime 

value from Termination_Call_Detail and includes the HoldTime associated with 

the call. The database updates the AgentPreviewCallsTalkTime value when any 

after-call work time associated with the call ends.
Derived from: Sum(Agent_Skill_Group_Half_Hour.PreviewCallsTalkTimeTo-

Half)

The average time the agent spent talking during the selected time period.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf * 1.0 

/ Agent_Skill_Group_Half_Hour.AutoOutCallsToHalf

The total number of completed agent reservation calls made by the agent in 

the skill group during the half-hour interval. The value is updated in the data-

base when the after-call work time associated with the call (if any) has com-

pleted.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf

The total handle time, in seconds, for completed agent reservation calls han-

dled by the agent in the skill group during the half-hour interval. 
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are 

taken from the Termination_Call_Detail records. The ReserveCallsTime value 

includes the time spent from the call being initiated to the time the agent 

completes after-call work time for the call. The value is updated in the data-

base when the after-call work time associated with the call (if any) has com-

pleted.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf