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).
Database Schema Table(s)
from which data is retrieved:
• |
Person |
• |
AgentHalfHour |
• |
Agent_Skill_Group_Interval Agent_Skill_Group |
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) |
|
Agent Team Name |
The Enterprise Name of the agent team. 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 |
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.