Agent Skill Historical Report Interval

The Agent Split/Skill report shows an individual agent’s performance by split or skill, for the specified period.

 

Query: This report data is built from an Anonymous Block.

Views: This report has a Grid view only.

Grouping: This report is grouped by Skill Group Name and Agent Name, and sorted by Date and Time (Interval).

Value List: Agent

Database Schema Table(s) from which data is retrieved:

Enterprise_Skill_Group

Person

 

Agent_Skill_Group

Agent_Skill_Group_Interval

 

Notes:

 

Current Fields in the Agent Skill 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.

 

Column (Field)

Description

Skill Group Name

The enterprise skill group's enterprise name and ID.

Derived from: Enterprise_Skill_Group.EnterpriseName (Enterprise_Skill_Group.EnterpriseSkillGroupID)

Agent Name

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

Handled Calls

The number of inbound calls that have been answered and have completed wrap-up by agents in the skill group during the interval.

Derived from: Agent_Skill_Group_Interval.CallsHandled

Handled Time

The number of inbound calls that have been answered and have completed wrap-up by agents in the skill group during the interval.

Derived from: Agent_Skill_Group_Interval.HandledCallsTime

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

Internal Calls

Number of internal calls agents associated with this skill group ended during the interval.

Derived from: AgentSkillGroup.InternalCalls

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

Assists

Number of calls for which an agent received supervisor assistance during the report interval.

This is a calculated field, derived from: Agent_Skill_Group.Emergency Assists +  Agent_Skill_Group.SupervAssistCalls

Held Calls

The number of incoming calls to this agent that were placed on hold in the interval.

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold

Hold Time

Total number of seconds that inbound ACD calls that an agent associated with this skill group placed on hold that ended during the reporting interval.

Derived from: Agent_Skill_Group_Interval. IncomingCallsOnHoldTime

Transferred Calls

The number of calls this agent transferred to another agent or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call.

This is a calculated field, derived from: Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls

 

Report Summary: This report has a summary row for Handled Calls, Handled Time, Wrap Time, Internal Calls, Internal Calls Time, Assists, Held Calls, Hold Time and Transferred Calls.