Agent
Summary Historical Report Monthly
This report lists the
totals for each agent in the group summed over all splits/skills that the agent
was logged into during the time period covered in the report, displayed for each
interval. This report also contains information on the overall occupancy of the
selected agent group, expressed as a percentage, both with and without Wrap
Time included.
Query: This
report data is built from an Anonymous Block.
Views: This
report has a Grid view only.
Grouping: This
report is grouped by Agent Name and sorted by Date and Time (Interval).
Database Schema Table(s)
from which data is retrieved:
• |
Person |
• |
Agent_Skill_Group_Interval |
Current
Fields in the Agent
Summary Historical Report Monthly
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 Name |
The first and last name of the agent. Derived from: Person.LastName
"," Person.FirstName |
Date |
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 |
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 in Wrap-up state
after an incoming or outgoing calls to/from 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_Interval.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_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 |
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 |
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 |
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 |
Avg Hold Time |
The average time in HH:MM:SS (hours, minutes, seconds)
that calls were put on hold in the interval, for all incoming calls which
included hold time. This is a calculated field, derived from: (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval.IncomingCallsOnHold) |
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, Logged On Duration, Transferred Calls, Held Calls and Avg
Hold Time.