Agent Team Historical Report Weekly

The Agent Team Historical Report Interval gives the total staffed time, handled time, wrap time, Not Ready time, time in the ringing state, extension time, available time, and the number of calls handled by a Team and its agents for the specified time period, displayed on a weekly basis.

 

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

Views: This report has a Grid view only.

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

Value List: AgentTeam

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

Agent_Team

Person

AgentHalfHour

 

Agent_Skill_Group_Interval

Agent_Skill_Group

 

Notes:

 

Current Fields in the Agent Team Historical Report Weekly

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

Agent  Team Name

The Enterprise Name of the agent team.

Derived from: Agent_Team.EnterpriseName

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 Unified ICM Routed tasks this agent has handled.

Derived from: Agent_Skill_Group_Interval.CallsHandled

Avg Handled Time

The average time spent by the agent in handling a task, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from:

(Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled)

Avg Wrap Time

The average time spent by the agent in after call work time, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from:

Agent_Skill_Group_Interval.WrapTime / Agent_Skill_Group_Interval.CallsHandled

%WACW

The percentage of time that the agent has spent talking on calls in this skill group in relation to LoggedOnTime. 

This is a calculated field, derived from:

Agent_Skill_Group_Interval.TalkTime + Agent_Skill_Group_Interval.WrapTime + Agent_Skill_Group_Interval.NotReadyTime + Agent_Skill_Group_Interval. ReserveCallsTime )* 1.0 / Agent_Skill_Group_Interval.LoggedOnTime

%WOACW

The percentage of time that the agent has spent talking on calls in this skill group in relation to LoggedOnTime. 

This is a calculated field, derived from:

Agent_Skill_Group_Interval.TalkTime + Agent_Skill_Group_Interval.NotReadyTime  + Agent_Skill_Group_Interval. ReserveCallsTime )* 1.0 / Agent_Skill_Group_Interval.LoggedOnTime

Internal Calls

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

Derived from: Agent_Skill_Group.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

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.WorkNotReadyTime + Agent_Skill_Group.WorkReadyTime

Agent Ring Time

How long an agent is in Reserved state. This is counted using Agent state.

Derived from: Agent_Skill_Group_Interval.ReservedStateTime

Not Ready Time

The total time that the agents spent in Not Readt state in all splits/skills for the specified time period. Value taken directly from the database.

Derived from: Agent_Skill_Group_Interval.NotReadyTime.

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

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

 

Report Summary: This report has a summary row for Handled Calls, Avg Handled Time, Avg Wrap Time, Internal Calls, Internal Calls Time, Handled Time, Wrap Time, Agent Ring Time, Not Ready Time, Avail Time and Logged On Duration.