Agent Historical All Fields
The Agent Historical All Fields report presents a historical view of the activity of selected agents, showing each agent's skill groups, completed tasks, and agent state times.
Query: This report data is built from an Anonymous Block type query.
Views: This report has one grid view, Agent Historical All Fields.
Grouping: This report is grouped and sorted by agent name and then by skill group.
Value List: Agents
Database Schema Tables from which data is retrieved:
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Agent
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Agent_Skill_Group_Interval
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Skill_Group
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Person
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Media_Routing_Domain
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Agent_Interval
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Precision_Queue
Available Fields in the Agent Historical All Fields Grid View
In addition to the fields that appear by default as Current, most Available fields in this report are derived from the Agent_Interval and Agent_Skill_Group_Interval tables.
The Handled field is derived from CallsHandled in the Agent_Skill_Group_Interval table.
Handled is the number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval.
The Wrap Time field is a calculated field derived from Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime.
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.
Current Fields in the Agent Historical All Fields Grid View
Current fields are those fields that appear by default in a report generated from the stock template. 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 |
The last name and first name of the agent. This field is a calculated field, derived from Person.LastName + ", " + Person.FirstName. |
Precision Queue/Skill Group |
The agent skill group's enterprise name. Derived from Skill_Group.EnterpriseName. |
DateTime |
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.DateTime. |
COMPLETED TASKS |
|
Handled |
The number of inbound calls that were answered and have completed wrap-up by agents during the interval. Derived from Agent_Skill_Group_Interval.CallsHandled. |
Average Handle Time |
The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This field is a calculated field, derived from Agent_Skill_Group_Interval.HandledCallsTime/Agent_Skill_Group_Interval.CallsHandled. |
Average 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 that included hold time. This field is a calculated field, derived from Agent_Skill_Group_Interval.IncomingCallsOnHoldTime/Agent_Skill_Group_Interval.IncomingCallsOnHold. |
Abandon Ring |
For voice: the total number of calls that were abandoned while the agent's phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. Derived from Agent_Skill_Group_Interval.AbandonRingCalls. |
RONA |
The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval. Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls. |
Abandon Hold |
The number of Unified ICM routed calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls. |
Transfer In |
The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in the Unified CCE with a Unified CCE System PG, this field updates when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in the Unified CCE without a Unified CCE System PG. Derived from Agent_Skill_Group_Interval.TransferredInCalls. |
Transfer Out |
The number of calls this agent transferred to another agent, precision queue, 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 field is a calculated field, derived from Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls. |
External Out |
The number of outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls. |
AGENT STATE TIMES |
|
Logged On Time |
The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.LoggedOnTime. |
%Active |
The percentage of time that the agent spent talking on calls in relation to the agent's LoggedOnTime. This field is a calculated field, derived from:(Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime. |
%Hold |
The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less. This field is a calculated field, derived from Agent_Skill_Group_Interval.HoldTime/Agent_Interval.LoggedOnTimeTime. |
%Not Active |
The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups and precision queues. This field is a calculated field derived from Agent_Interval.AvailTime/Agent_Interval.LoggedOnTime. |
%Not Ready |
The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups and precision queues. This field is a calculated field, derived from Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime. |
%Reserved |
The percentage of time that the agent spent in Reserved state waiting for task from this skill group or precision queue in relation to LoggedOnTime. This field is a calculated field, derived from Agent_Skill_Group_Interval.ReservedStateTime /Agent_Interval.LoggedOnTime. |
%Wrap Up |
The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing call to or from this skill group or precision queue in relation to LoggedOnTime. The agent state time percentages in the Report Summary row add up to 100 percent only after you select all the skill groups or precision queues for an agent. When viewing a subset of an agent's skill groups or precision queues, the percentages may not balance. This field is a calculated field, derived from (Agent_Skill_Group_Interval.WorkReadyTime + Agent_Skill_Group_Interval.WorkNotReadyTime)/Agent_Interval.LoggedOnTime. |
Available Fields in the Agent Historical All Fields Grid View
In addition to the fields that appear by default as Current, most Available fields in this report are derived from the Agent_Interval and Agent_Skill_Group_Interval tables.
The Handled field is derived from CallsHandled in the Agent_Skill_Group_Interval table.
Handled is the number of inbound calls that were answered and have completed wrap-up by agents in the skill group during the interval.
The Wrap Time field is a calculated field derived from Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime.
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.
Current Fields in the Agent Historical All Fields Grid View
Current fields are those fields that appear by default in a report generated from the stock template. 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 |
The last name and first name of the agent. This field is a calculated field, derived from Person.LastName + ", " + Person.FirstName. |
Precision Queue/Skill Group |
The agent skill group's enterprise name. Derived from Skill_Group.EnterpriseName. |
DateTime |
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.DateTime. |
COMPLETED TASKS |
|
Handled |
The number of inbound calls that were answered and have completed wrap-up by agents during the interval. Derived from Agent_Skill_Group_Interval.CallsHandled. |
Average Handle Time |
The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds). This field is a calculated field, derived from Agent_Skill_Group_Interval.HandledCallsTime/Agent_Skill_Group_Interval.CallsHandled. |
Average 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 that included hold time. This field is a calculated field, derived from Agent_Skill_Group_Interval.IncomingCallsOnHoldTime/Agent_Skill_Group_Interval.IncomingCallsOnHold. |
Abandon Ring |
For voice: the total number of calls that were abandoned while the agent's phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent. Derived from Agent_Skill_Group_Interval.AbandonRingCalls. |
RONA |
The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval. Derived from Agent_Skill_Group_Interval.RedirectNoAnsCalls. |
Abandon Hold |
The number of Unified ICM routed calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval. Derived from Agent_Skill_Group_Interval.AbandonHoldCalls. |
Transfer In |
The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call. For blind transfers in the Unified CCE with a Unified CCE System PG, this field updates when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in the Unified CCE without a Unified CCE System PG. Derived from Agent_Skill_Group_Interval.TransferredInCalls. |
Transfer Out |
The number of calls this agent transferred to another agent, precision queue, 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 field is a calculated field, derived from Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls. |
External Out |
The number of outgoing external calls that this agent made in the interval. Derived from Agent_Skill_Group_Interval.AgentOutCalls. |
AGENT STATE TIMES |
|
Logged On Time |
The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format. Derived from Agent_Interval.LoggedOnTime. |
%Active |
The percentage of time that the agent spent talking on calls in relation to the agent's LoggedOnTime. This field is a calculated field, derived from:(Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime. |
%Hold |
The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less. This field is a calculated field, derived from Agent_Skill_Group_Interval.HoldTime/Agent_Interval.LoggedOnTimeTime. |
%Not Active |
The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups and precision queues. This field is a calculated field derived from Agent_Interval.AvailTime/Agent_Interval.LoggedOnTime. |
%Not Ready |
The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups and precision queues. This field is a calculated field, derived from Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime. |
%Reserved |
The percentage of time that the agent spent in Reserved state waiting for task from this skill group or precision queue in relation to LoggedOnTime. This field is a calculated field, derived from Agent_Skill_Group_Interval.ReservedStateTime /Agent_Interval.LoggedOnTime. |
%Wrap Up |
The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing call to or from this skill group or precision queue in relation to LoggedOnTime. The agent state time percentages in the Report Summary row add up to 100 percent only after you select all the skill groups or precision queues for an agent. When viewing a subset of an agent's skill groups or precision queues, the percentages may not balance. This field is a calculated field, derived from (Agent_Skill_Group_Interval.WorkReadyTime + Agent_Skill_Group_Interval.WorkNotReadyTime)/Agent_Interval.LoggedOnTime. |