Agent Team Attendance Historical Report Monthly

The Agent Attendance Historical Report Interval 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 time period, on a monthly 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

 

Agent_Skill_Group_Interval

Agent_Team

Agent_Interval

 

Notes:

 

Current Fields in the Agent Team Attendance 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)

Description

Agent Team Name

The enterprise name for the Agent Team Name.

Derived from: Agent_Team.EnterpriseName

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

Login Name

The Login name for the Agent.

Derived from: Person.LoginNam

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 Handled Calls Time for the Particular Agent.

Derived from: SUM(ISNULL(Agent_skill_Group_Interval.HandledCallsTime, 0))

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 Ringing 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

External Calls Time

The outgoing calls time for the particular agent.

Derived from: SUM(ISNULL(Agent_skill_Group_Interval.AgentOutCallsTime, 0))

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 calls handled by the particular agent.

Derived from: SUM(ISNULL(Agent_skill_Group_Interval.CallsHandled, 0))

Internal Calls

The internal calls handled by the particular agent.

Derived from: AgentSkillGroup.InternalCalls

External Calls

The external calls handled by the particular agent.

Derived from: SUM(ISNULL(Agent_skill_Group_Interval.AgentOutCalls, 0))

 

Report Summary: This report has a summary row for Logged On Duration, Handled Time, Wrap Time, Agent Ringing Time, Internal Calls Time, External Calls Time, Avail Time, Not Ready Time, Handled Calls, Internal Calls and External Calls.