Agent Attendance Historical Report Daily

The Agent Attendance Historical Report Daily 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 an agent for the specified period, displayed on a daily basis, for all splits or skills the agent was logged into.

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 Agent Name and then by Date and Time (Interval).

Value List: Agent

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

•

Person

•	Agent_Skill_Group_Interval

Notes:

Current Fields in the Agent Attendance Historical Report Daily

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 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
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 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
Agent Ring 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
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 number of Unified ICM Routed tasks this agent has handled. Derived from: Agent_Skill_Group_Interval.CallsHandled
Internal Calls	Number of internal calls agents associated with this skill group ended during the interval. Derived from: Agent_Skill_Group_Interval.InternalCalls

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