Agent
Attendance Historical Report Daily
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:
• |
|
• |
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.
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.