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Blended Agent Reports

Blended agent historical reports

The total handle time in seconds for completed agent reservation calls handled 

by the agent in the skill group during the half-hour interval. Handle time 

includes three values taken from the Termination_Call_Detail records:
Work Time 
Talk Time
Hold Time
The AgentReservationCallsTime measurement begins at the time the call ini-

tiates, and ends at the time the agent completes any after-call work for the 

call. The database updates this value when any after-call work time associated 

with a call ends.
Derived from: Sum(Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf)

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 average time the agent spent in handling reservation calls during the 

selected time period.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf * 1.0 / 

Agent_Skill_Group_Half_Hour.ReserveCallsToHalf