Agent
Skill Historical Report Weekly
The Agent
Split/Skill report shows an individual agent’s performance by split or skill,
for the specified 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 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_Interval
Agent_Skill_Group
|
Notes:
Current
Fields in the Agent
Skill 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
|
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
|
WrapTime
|
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.