Agent Summary Historical Report Weekly

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 on a weekly basis. 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).

Value List: Agent

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

Person

Agent_Skill_Group_Interval

 

 

Notes:

 

Current Fields in the Agent Summary 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 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.