Agent
Team Attendance Historical Report Interval
Query: This report data is built from a database
query.
Views: This report has a Grid view only.
Grouping: This report is grouped and sorted by Agent Name
and then by Date and Time (Interval).
Value List: Agent
Database Schema Table(s)
from which data is retrieved:
• |
|
• |
Agent_Skill_Group |
• |
Agent_Skill_Group_Interval Agent_Team Agent_Interval |
Notes:
Current
Fields in the Agent
Team Attendance Historical Report Interval
Current fields are those fields that appear by default
in a report generated from the stock template. You can change them. See Reviewing
the Available
and Current Report Fields.
Current fields are listed below in the order (left to right) in
which they appear by default in the stock template.
Agent Team Name |
The enterprise name for the Agent Team Name. Derived from: Agent_Team.EnterpriseName |
The
first and last name of the agent. Derived
from: Person.LastName
"," Person.FirstName |
|
Date And Time |
The date and time of the
selected row's data in MM/DD/YYYY (month, day, year)
and HH:MM:SS (hour, minute, second) format. Derived from: Agent_Skill_Group_Interval.DateTime |
Login Name |
The Login name for the
Agent. Derived from: Person.LoginNam |
Logged On Duration |
The total time during the
interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from: Agent_Skill_Group_Interval.LoggedOnTime |
Handled Time |
The Handled Calls Time
for the Particular Agent. Derived from: SUM(ISNULL(Agent_skill_Group_Interval.HandledCallsTime, 0)) |
Wrap Time |
Wrap Time is the total
time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up on
incoming and outgoing tasks in the interval. Derived
from: Agent_Skill_Group_Interval.WorkNotReadyTime +
Agent_Skill_Group_Interval.WorkReadyTime |
Agent Ringing Time |
How long an agent is in
Reserved state. This is counted using Agent state. Derived from: Agent_Skill_Group_Interval.ReservedStateTime |
Internal Calls Time |
Total number of seconds
an agent associated with this skill group spent on internal calls that ended
during the reporting interval. Derived from: Agent_Skill_Group_Interval.InternalCallsTime |
External Calls Time |
The outgoing calls time
for the particular agent. Derived from: SUM(ISNULL(Agent_skill_Group_Interval.AgentOutCallsTime, 0)) |
Avail Time |
Total time in seconds an
agent associated with this skill group was in the Not_Active
state with respect to this skill group during the reporting interval. AvailTime is included in the calculation of LoggedOnTime. Derived from: Agent_Skill_Group_Interval.AvailTime |
Not Ready Time |
The total time that the
agents spent in Not Ready state in all splits/skills for the specified time
period. Value taken directly from the database. Derived from: Agent_Skill_Group_Interval.NotReadyTime. |
Handled Calls |
The calls handled by the
particular agent. Derived from: SUM(ISNULL(Agent_skill_Group_Interval.CallsHandled, 0)) |
Internal Calls |
The internal calls
handled by the particular agent. Derived from: AgentSkillGroup.InternalCalls |
External Calls |
The external calls handled
by the particular agent. Derived from: SUM(ISNULL(Agent_skill_Group_Interval.AgentOutCalls, 0)) |
Report Summary: This
report has a summary row for Logged On Duration,
Handled Time, Wrap Time, Agent Ringing Time, Internal Calls Time, External
Calls Time, Avail Time, Not Ready Time, Handled Calls, Internal Calls and
External Calls.