Agent Attendance Historical Report Weekly

The Agent Attendance Historical Report Weekly 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 weekly 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 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 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.