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Agent Reports
agtper24: Agent Peripheral Performance Summary Daily Report
*Total Active Time
The total time spent talking on incoming and outgoing calls measured in
HH:MM:SS (hours, minutes, seconds). Includes hold time.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf)
*Total Active %
The percentage of time that the agent has spent in the active state in relation
to LoggedOnTime or interval, whichever is less.
Derived from: ((Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
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)
Total Hold Time
The total time that incoming and outgoing calls to/from this agent have been
on hold and/or tasks have been paused by the agent, measured in HH:MM:SS
(hours, minutes, seconds) format. Includes hold time associated with transfer
and conference operations.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Total Hold %
The percentage of time that the agent has put a call on hold and/or paused a
task in relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Reserved Time
The total time agent spent in reserved state waiting for ICM routed call to
arrive, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimetoHalf
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimetoHalf
*Reserved %
The percentage of time that the agent has spent in Reserved state waiting for
an ICM routed call in relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Wrap Up Time
The total time spent in wrap-up on incoming and outgoing calls measured in
HH:MM:SS (hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimetoHalf)